A
Acme Services
Customer Service Complaint Manager
Skills
CRM
3 years ago
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Important information
Contract type:
Permanent
Location:
Mumbai, Maharashtra, India
Work mode:
Onsite
Published on:
13 October 2026
What they need
- Monitor Complaint SLA for all Complaint Types & sources
- Ensure within SLA resolution to all customer issues through cross functional coordination & drive others timely resolution
- Execute Resolution to cases assigned - Emails, Returns, Refunds, Escalations etc
- Manage Social media complaints & Grievance escalations
- Manage Service Recovery with customer in case of top management escalations
- Execute Exception Resolution to cases which need priority addressal
- Act as a SPOC for Stores to provide hand holding & quick resolution towards customer complaints
- Build capability among Store CRM team to manage queries at their end & to utilize CRM to handle complaints
- Assist in Proactive Status execution & updates from stores
- Knowledge on Payment Tenders, Including Wallets, GC & EGV
- Random checks on Correctness & Quality of resolution
- CSAT Reports & Analysis - Daily, Weekly and monthly performance for the process managed
- Reports & Highlights - Daily, Weekly and monthly performance for the process managed
- Good Excel & analytical skills
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