Chief Customer Resolution Officer

22 hours ago


Kolkata, West Bengal, India beBeeCustomerResolution Full time ₹ 15,00,000 - ₹ 25,00,000

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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