Customer Support Representative

Maruti Insurance; Cyber City; On-site; INR 350,000 - 550,000; Full time

Job summary

Maruti Insurance is seeking a detail-oriented Customer Complaints Resolution Officer to manage customer complaints efficiently and professionally, ensuring timely resolution and high customer satisfaction. The role requires excellent communication, analytical thinking, and a strong commitment to service excellence.

Responsibilities include logging complaints, coordinating with departments, investigating root causes, reporting to management, identifying trends, and supporting audits.

Qualifications

• Bachelors degree in Business Administration, Customer Service or related field.
• 2-7 years of experience in complaints handling, customer service, or quality assurance.
• Strong verbal and written communication skills.
• Proficiency in MS Office and complaint management software.

Responsibilities

• Receive, log and acknowledge customer complaints via phone, email or other channels.
• Investigate complaints thoroughly by coordinating with relevant departments.
• Analyse root causes and recommend corrective and preventive actions.
• Ensure timely resolution of complaints in line with company policies and regulatory requirements.
• Maintain accurate records of complaints and resolutions in the complaint management system.
• Prepare regular reports and dashboards for management review.
• Identify trends and recurring issues to support continuous improvement initiatives.
• Communicate effectively with customers to provide updates and closure.
• Support audits and quality checks related to complaint handling.
• Understand & reply dealers with appropriate resolution.

Skills

Customer complaints handling

Insurance sector compliance

Incident / ticket response

Stakeholder management

Education

Bachelor's degree in Business Administration / Customer Service

Tools

MS Office

Complaint management software

Job description

Role

We are seeking a detail-oriented and empathetic professional to join our team as a Customer Complaints Resolution Officer. The ideal candidate will be responsible for managing customer complaints efficiently and professionally, ensuring timely resolution and maintaining high levels of customer satisfaction. This role requires excellent communication skills, analytical thinking, and a strong commitment to service excellence.

Key Responsibilities

• Receive, log and acknowledge customer complaints via phone, email or other channels.
• Investigate complaints thoroughly by coordinating with relevant departments.
• Analyse root causes and recommend corrective and preventive actions.
• Ensure timely resolution of complaints in line with company policies and regulatory requirements.
• Maintain accurate records of complaints and resolutions in the complaint management system.
• Prepare regular reports and dashboards for management review.
• Identify trends and recurring issues to support continuous improvement initiatives.
• Communicate effectively with customers to provide updates and closure.
• Support audits and quality checks related to complaint handling.
• Understand & reply dealers with appropriate resolution.

Candidate skills & competencies:

• Strong understanding of actionable basis Customer Query/Request/Complaint received.
• Knowledge of compliance in insurance sector
• Incident/Ticket response and well co ordination experience with field
• stakeholder management, and communication skills

Qualifications

• Bachelors degree in Business Administration, Customer Service or related field.
• 2-7 years of experience in complaints handling, customer service, or quality assurance.
• Strong verbal and written communication skills.
• Ability to remain calm and professional under pressure.
• Proficiency in MS Office and complaint management software.
• Analytical mindset with attention to detail.