
Chief Customer Resolution Officer
22 hours ago
Job Summary
We are seeking an exceptional Customer Resolution Specialist to join our team. This role involves ensuring effective end-to-end resolution of escalations and customer grievances, while maintaining high levels of customer satisfaction and upholding the organization's reputation.
About the Role
- To ensure timely and effective resolution of customer escalations, leveraging stakeholder coordination and communication skills to achieve desired outcomes.
- Drive customer resolution process improvements using data and feedback, implementing best practices and innovative solutions.
- Collaborate with various teams under commercial and customer experience divisions to address customer issues, including issuing refunds, coupons, and offers.
- Maintain accurate records of customer interactions, providing updates to top leadership on escalated case progress and highlighting trends or recurring issues.
Requirements
- Graduate in any stream; preferred qualifications include Masters/MBA/PGDM/PGP/PG degree.
- Proven customer service excellence and conflict resolution skills.
- Problem-solving and decision-making abilities, with experience in escalation management.
- Discretion and confidentiality when handling sensitive customer information.
- Strong team management skills and ability to lead the grievance team effectively.
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