Customer Grievance Associate

6 days ago

Gurgaon, Haryana, India Cars24 Full time

Recruiter name - Devansh

Contact number

What Will You Drive?

As a Grievance Associate within our Customer Experience team, you will be instrumental in resolving customer complaints and inquiries effectively. This role focuses on ensuring customer satisfaction by addressing concerns with empathy, accuracy, and professionalism using our ticket management system.

Who Are We Looking For?

A dedicated and detail-oriented individual with strong problem-solving and communication skills. If you thrive in fast-paced environments and have a passion for enhancing the customer experience, this role is ideal for you.

Key Responsibilities:

  1. Customer Complaint Resolution: Handle customer complaints and inquiries promptly and professionally. Investigate issues to determine root causes and provide effective resolutions.
  2. Communication Excellence: Respond accurately and empathetically to customer concerns via various communication channels. Maintain professionalism in all interactions to uphold the company's reputation.
  3. Complaint Management System: Log and maintain accurate records of customer interactions and resolutions in the complaint management system. Continuously monitor and update tickets to ensure timely closure.
  4. Customer Satisfaction Monitoring: Analyze trends in customer complaints to identify areas for service improvement. Collaborate with teams to enhance processes and elevate the overall customer experience.
  5. Cross-Functional Collaboration: Work with internal teams to address root causes of grievances. Proactively suggest solutions to improve systems and prevent recurring issues.

Qualifications:

Educational Background:

Bachelors degree in any discipline is preferred.

Experience:

1-4 years of experience as a Customer Service Representative, Grievance Associate, or similar role.

Skills:

  • Proficiency in customer service tools such as Zendesk or similar software.
  • Strong verbal and written communication skills.
  • Critical thinking and problem-solving abilities.
  • Attention to detail with excellent organizational skills.
  • Data analytics skills (preferred).

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