Grievance Officer

6 days ago

Aundh Pune Maharashtra, India GK Associates Full time

**Job Title**: Grievance Officer (Construction & Real Estate)

**Location**: Aundh, Pune
**Department**: Customer Service
**Reports To**: MD

**Job Purpose**:
To handle and resolve customer grievances efficiently and professionally, ensuring high levels of customer satisfaction and compliance with company standards in the real estate and construction sector.

**Key Responsibilities**:

- **Customer Grievance Handling**:

- Receive, document, and track customer complaints, concerns, and issues related to construction quality, possession delays, payments, amenities, etc.
- Provide timely resolution in coordination with internal departments (engineering, legal, sales, finance, etc.).
- **Case Management**:

- Maintain a grievance tracker with complete records of all customer complaints, status, and resolutions.
- Ensure all grievances are acknowledged and resolved within specified timelines (as per RERA or company SOPs).
- **Communication**:

- Act as the primary point of contact for customer escalations.
- **Coordination**:

- Liaise with cross-functional teams to investigate and resolve issues related to construction defects, agreement terms, refund processing, delayed handovers, etc.
- **Reporting & Analysis**:

- Prepare periodic reports on nature and frequency of complaints.
- Analyze trends and suggest preventive measures and service improvements.
- **Compliance**:

- Ensure adherence to RERA guidelines and other applicable regulatory frameworks while dealing with grievances.
- Maintain confidentiality and professionalism in all customer interactions.
- **Customer Relationship Building**:

- Follow up with customers post-resolution to ensure satisfaction.
- Contribute to enhancing customer experience and company reputation.

**Key Skills & Competencies**:

- Excellent communication and interpersonal skills
- Strong problem-solving and negotiation skills
- Knowledge of real estate industry laws and practices (e.g., RERA)
- Customer-centric attitude with patience and empathy
- Ability to handle high-pressure situations calmly and effectively
- Proficiency in MS Office and CRM software

**Qualifications & Experience**:

- Graduate in any discipline.
- 4-8 years of experience in customer service or grievance redressal in real estate or construction sector
- Familiarity with RERA and customer service SOPs in real estate preferred

Work Location: In person

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