Job Title: Service Assurance Officer – Customer Experience Center (CEC)
Location: Thane, Maharashtra, India
Department: Customer Experience Center
Position Grade: Assistant Manager/Deputy Manager
Job Role:
- Respond to customer complaints/issues received through calls/emails and provide effective resolutions.
- Handle Level 1 escalations, ensuring complaints are resolved without further escalation.
- Seek guidance and escalate issues to relevant teams when necessary.
- Coordinate and follow up with support teams to ensure customer complaint resolution.
- Aim to resolve issues effectively so that customers do not need to escalate to senior management.
- Maintain turnaround time (TAT) commitments given to customers.
- Track and record escalation data for training, process analysis, and future improvement initiatives.
- Identify and suggest process improvements to enhance customer experience.
Qualifications:
- Graduate degree required.
- 1-2 years of experience in customer service.
Skills and Requirements:
- Strong verbal and written communication skills.
- Flexible to work 24/7, with shifts up to 9 hours; females available between 7 AM to 8 PM, including Sundays and holidays.
- Willing to work scattered 8 days off per month.
- Excellent listening skills and strong interpersonal abilities.
- Confident, motivated, and eager to learn with a positive attitude and high integrity.
- Team-oriented and collaborative; able to establish rapport with peers, managers, and customers.
