Front office Executive

Job Overview:

We are seeking a dedicated and detail-oriented Grievance Management Specialist to oversee and resolve customer complaints and grievances. The ideal candidate will act as the primary point of contact for handling formal grievances, ensuring that all complaints are addressed promptly, impartially, and in compliance with legal and company policies. The specialist will play a key role in identifying trends and improving customer service and processes, contributing to overall customer satisfaction.

Key Responsibilities:

1. Grievance Management:

• Act as the primary point of contact for handling formal customer grievances and complaints.
• Acknowledge and investigate complaints and grievances thoroughly, ensuring all relevant facts are gathered and analyzed.
• Provide clear, consistent, and timely communication to all parties involved, including customers and internal teams, regarding the status of grievances and the resolution process.
• Ensure the grievance resolution process is fair, impartial, transparent, and in line with company standards and policies.
• Manage escalations related to processing and refunds, ensuring swift and accurate resolution.
• Create tickets for each grievance, ensuring they are tracked and resolved within the stipulated timeframes.

2. Documentation & Reporting:

• Maintain detailed and accurate records of all grievances, investigations, and outcomes, ensuring compliance with company policies, industry regulations, and legal requirements.
• Prepare and present regular reports on the status of grievances, emerging trends, and systemic issues to senior management.
• Track and analyze grievance metrics to identify patterns, areas for improvement in services or policies, and opportunities for enhanced customer satisfaction.

3. Compliance & Legal Responsibilities:

• Ensure that all grievance-handling processes and activities comply with relevant labor laws, industry regulations, and internal company policies.
• Work closely with legal counsel as necessary to ensure grievances are resolved in accordance with applicable legal requirements and organizational standards.
• Maintain awareness of regulatory changes and ensure grievance management practices are updated accordingly.

Required Qualifications:

• Bachelor s degree in Business Administration, Law, or a related field (or equivalent work experience).
• Proven experience in grievance management, customer service, or dispute resolution.
• Strong communication skills, both written and verbal, with the ability to clearly articulate complex issues to various stakeholders.
• Knowledge of legal frameworks related to grievance handling, labor laws, and industry regulations.
• Strong analytical and problem-solving skills, with an eye for detail and accuracy.
• Ability to handle sensitive information with discretion and confidentiality.

Preferred Skills:

• Experience in handling processing and refund-related escalations.
• Familiarity with customer service platforms and ticketing systems.
• Previous experience in compliance or legal support roles.

What We Offer:

• Competitive salary and benefits.
• Opportunities for professional growth and development.
• A dynamic and collaborative work environment.