Job Description

Role & responsibilities • Complaint Management: Lead and manage a team to handle customer complaints, ensuring all complaints are resolved within SLA and deliver Customer Satisfaction. • Team Leadership: Supervise, mentor, and coach a team of Complaint Resolution Specialists to ensure consistent quality and performance in resolving customer issues. • Process Improvement: o Analyze trends in Customer Complaints, identify root cause, and suggest improvements in Processes, Products, or Services to reduce complaints and enhance customer experience. o Suggest improvements to the document verification process to streamline operations and improve efficiency. • Escalation Management: Handle escalated or high-priority complaints from Customers that require special attention and ensure prompt and appropriate actions are taken. • Reporting & Documentation: o Maintain detailed records of all complaints and resolutions, prepare regular reports on Complaint Metrics, including volume, resolution time, and customer satisfaction levels. o Prepare and submit regular reports regarding the status of document verification tasks. o Document any issues or exceptions and escalate them to management as necessary • Cross-Functional Collaboration: Work closely with technical teams, Customer Service, Sales, and other departments to address customer issues that require multi-departmental involvement. • Drive Organizational SLA: Ensure Customer Tickets are resolved within SLA. • Ongoing Reduction in Active SRs: Drive ongoing reduction in open Tickets , with specific focus on tickets where SLA is missed already or is on hold(pending for resolution) • Training & Development: Continuously train the team on the latest complaint handling techniques, Customer Service best practices, and Product Knowledge. • Compliance: o Ensure all complaint-handling processes adhere to internal policies and external regulatory requirements. o Preparing & submitting TRAI Reports within specified time with 100% accuracy. o Ensure all document verification processes adhere to local regulations • Document Verification: o Review and verify the authenticity of documents submitted by customers (e.g., IDs, proof of address, business licenses, etc.). o Cross-check submitted documents against relevant customer data to ensure accuracy. o Ensure that the documents comply with regulatory and company policies. o Identify and report any discrepancies or fraud indicators in customer documentation. Preferred candidate profile Key Skills Will oversee the effective management of customer complaints(Non-Technical), verifying the authenticity and accuracy of customer documents as part of the onboarding or service activation process. ensuring timely resolution in line with system SLAs . The role requires strong leadership, problem-solving skills, and the ability to work cross-functionally to address issues impacting Customer