Customer Grievance Officer

3 days ago

Thane, India LawCrust Global Consulting Ltd. Full time

**Job Role: Customer Grievance Officer**

**Location**: Nerul, Navi Mumbai
**Employment Type**: Full-time
**Work Environment**: Office-based (In-person role)

**Position Overview**:
We are hiring **Customer Grievance Officers** for our Nerul office who will be responsible for managing, resolving, and documenting customer complaints and issues in a professional, timely, and effective manner. This role is crucial in upholding our commitment to excellent customer service and satisfaction.

As a key liaison between clients and internal legal teams, you will be responsible for ensuring that all client concerns ranging from service dissatisfaction to legal process misunderstandings are addressed promptly and professionally. Your role involves investigating grievances, analyzing root causes, coordinating with internal departments for resolution, and maintaining thorough documentation.

**Key Roles & Responsibilities**:
**1) Customer Complaint Handling**
- Acknowledge receipt of complaints promptly and provide updates to customers during the resolution process.
- Communicate empathetically and professionally with customers regarding their grievances.

**2) Investigation & Resolution**
- Analyze the nature of the complaint and coordinate with relevant departments to gather information.
- Investigate root causes and recommend solutions or compensatory actions where necessary.
- Ensure each grievance is resolved within the stipulated time frame and as per company policies.

**3) Documentation & Reporting**
- Maintain detailed and accurate records of all grievances and their resolution status.
- Prepare daily, weekly, and monthly reports on complaint trends, escalations, and closure status.
- Assist in audits and compliance checks by providing necessary documentation and support.

**4) Policy Compliance & Quality Checks**
- Ensure all grievance handling is in line with legal, regulatory, and company guidelines.
- Recommend improvements to existing policies and processes based on customer feedback.
- Support in developing FAQs and SOPs for common complaints and resolutions.

**5) Team Coordination & Escalation**
- Work closely with customer service, legal, operations, and technical teams to ensure effective resolution.
- Escalate unresolved or critical grievances to senior management in a timely manner.
- Follow up with customers post-resolution to ensure satisfaction and closure.

**Required Qualifications**:

- **Education**: Minimum Graduate in any discipline (preferred: Commerce, Law, Business Administration).
- **Experience**: 0-2 years of experience in customer service or grievance redressal
- Experience in handling customer complaints in legal, financial, or service industries is a plus.

**Key Skills & Competencies**:

- Excellent communication (written and verbal) in English and Hindi/Marathi.
- Empathy, patience, and active listening skills.
- Strong interpersonal and customer service orientation.
- Good organizational and time management skills.
- Familiarity with CRM or complaint management systems (preferred).
- Ability to multitask and work under pressure.

**Growth Opportunities**:

- Skill development in customer handling and operations.
- Exposure to cross-functional teams and compliance standards.
- Career progression in customer relations and service management roles.

**How to Apply**:
Pay: ₹180,000.00 - ₹250,000.00 per year

Schedule:

- Day shift
- Evening shift
- Morning shift

**Language**:

- English (preferred)

Work Location: In person

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