Customer Grievance Officer

Keertana Finserv; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Job summary

Keertana Finserv in Hyderabad is seeking a Customer Grievance Officer to manage customer and employee complaints and ensure timely resolution while maintaining high customer satisfaction.

You will handle complaints via calls, emails, and other channels, coordinate with internal teams, and prepare MIS on complaints, TAT, and resolution status. Ideal candidates have 3–7 years of relevant experience and a graduate degree, with a focus on NBFC/banking domain.

Qualifications

• Excellent communication and interpersonal skills are essential.
• Strong problem-solving and negotiation abilities to resolve complaints.
• Experience in customer handling and complaint resolution with adherence to defined TAT.

Responsibilities

• Receive, register, and resolve customer complaints through calls, emails, and other channels.
• Understand customer concerns and provide solutions within the defined TAT.
• Coordinate with internal departments to resolve grievances.
• Follow up on pending complaints and ensure timely closure.
• Maintain records and documentation of all complaints and resolutions.
• Escalate unresolved or critical complaints to senior team.
• Prepare MIS/reports on complaints, TAT, and resolution status.
• Ensure compliance with company policies and regulatory guidelines.
• Identify recurring issues and suggest process improvements.
• Maintain professional communication and a customer-friendly approach.

Skills

Communication

Negotiation

Customer Handling

MIS Reporting

NBFC Domain

Education

Any Graduate

Tools

MS Excel

Job description

Job Summary:

We are looking for a Customer Grievance Officer to handle customer & Employees complaints and ensure timely and effective resolution while maintaining a high level of customer satisfaction.

Key Responsibilities:

• Receive, register, and resolve customer complaints through calls, emails, and other channels.
• Understand customer concerns and provide appropriate solutions within the defined TAT.
• Coordinate with internal departments to resolve customer grievances.
• Follow up on pending complaints and ensure timely closure.
• Maintain proper records and documentation of all complaints and resolutions.
• Escalate unresolved or critical complaints to the concerned senior team.
• Prepare regular MIS/reports on complaints, TAT, and resolution status.
• Ensure compliance with company policies and applicable regulatory guidelines.
• Identify recurring customer issues and suggest process improvements.
• Maintain professional communication and a customer-friendly approach.

Key Skills:

• Good communication and interpersonal skills.
• Strong problem-solving and negotiation skills.
• Customer-handling and complaint-resolution skills.
• Good follow-up and coordination abilities.
• Basic knowledge of MS Excel and MIS reporting.
• Ability to work under pressure and meet TAT.
• Experience in NBFC, Banking, Financial Services, or Loan Industry is preferred.

Experience: 3-7 years
Qualification: Any Graduate
Location: Nanakramguda hyderabad
Employment Type: Full-time