Customer Grievance Officer Job in Bilaspur at Airtel

Airtel is hiring for the role of Customer Grievance Officer!

Responsibilities of the Candidate:

• Resolve customer queries end to end and ensure zero repeat complaints and escalations.
• Manage customer grievances within the defined timelines.
• Oversee operations activities in the assigned geography or districts.
• Visit designated locations in each district for a defined duration.
• Attend and address all complaints received from customers.
• Collate complaints submitted at access points and share them with the central team through CRM.
• Act as a frontline ambassador of the bank and educate customers on the grievance redressal mechanism and timelines for resolution.
• Provide customers with contact details of the Principal Nodal Officer and the Banking Ombudsman of the area.
•  Contact the concerned departments or personnel via phone, email, or in person to ensure prompt grievance resolution.
• Explain the complaint escalation mechanism to the complainant when required
• Give high priority to complaints received through the Banking Ombudsman, Consumer Education and Protection Department of RBI, and Consumer Forums.
• Promote and market new and existing products and services introduced by the bank.
• Adhere to all banking policies as determined by the Board of Directors or owners of the bank.

Requirements:

• Updated knowledge of the bank’s policies, products, and related terms and conditions.
• Strong understanding of grievance redressal processes and escalation mechanisms.
• Excellent communication and customer-handling skills.
• Ability to coordinate effectively with internal teams and external regulatory bodies.
• Willingness to travel within assigned districts as per operational needs.
• Strong problem-solving and prioritization skills.
• Knowledge of CRM systems and customer service tools.