Officer – Grievance Redressal Team

2 weeks ago


Chennai, Tamil Nadu, India CreditAccess Grameen Full time

Location: Chennai

Reporting To: Grievance Redressal Cell- Team Lead

Job Summary: This position is responsible for:

  • Performing as per the standard policy and processes.
  • Tracking all customer and employee grievances that are

    created/updated in the Grievance Redressal System.
  • Resolving the grievances within the TAT.
  • Achieving the assigned targets.

Broad Roles and Responsibilities:

  • Monitor the Grievance Redressal System for ticket updating and also capture all the required information for each ticket.
  • To understand the grievances and resolving them within the TAT.
  • Categorization of tickets based on the pre-defined parameters, monitoring TATs, escalate tickets based on potential deviation and avoid breach of SLAs.
  • Creation of Grievance Closure Report as per the prescribed formats, before closure of each Grievance.
  • 100% achievement of targets.
  • To implement GRC process in all the branches and ensure that the process is being followed.
  • Ensure timely submission of consolidated reports as assigned.
  • To improve the productivity and effectiveness of the team.
  • Keeping up to date and following up with latest policies and procedures of the company.

Personal Attributes:

  • English, Tamil and Malayalam: Written and spoken skills
  • Excellent interpersonal and co-ordination skills
  • Experience in customer support/ Grievance Redressal team is preferred.

Background:

  • Graduate/ Postgraduate / PG Diploma

Click here to Apply

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