Senior Executive - Customer Escalation

Croma; Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

Croma is seeking a dedicated professional to manage cyber fraud complaints, customer grievances, and escalations with end-to-end accountability. The role requires strong communication skills and experience handling escalations, along with willingness to work a 6-day week on a rotational off.

You will follow the MHN process across calls, emails, and social media, ensuring proper documentation and timely updates to authorities.

Qualifications

• Graduate in any discipline.
• Prior experience in handling customer escalations is mandatory.
• Excellent verbal and written communication skills.
• Willingness to work in a 6-day work week with a rotational weekly off.

Responsibilities

• Case Lifecycle Management: Manage Cyber Fraud complaints, Customer Grievances, Nodal Officer Complaints, CEO Escalations, and Legal Complaints with end-to-end accountability.
• Process Adherence and Escalation Resolution: Follow the MHN (Multi-Handling Node) process rigorously for escalation resolution across calls, emails, and social media; Ensure all escalation processes are documented and complied with for each case; Provide regular updates to Cyber Crime police officers regarding open cyber fraud complaints.
• Root Cause Analysis and Feedback: Conduct root cause analysis (RCA) on escalations and share findings with relevant stakeholders; Identify trends in escalations and contribute feedback for improving customer experience and internal processes.

Education

Graduate in any discipline

Job description

Role & responsibilities

Case Lifecycle Management

Manage Cyber Fraud complaints, Customer Grievances, Nodal Officer Complaints, CEO Escalations, and Legal Complaints with end-to-end accountability

• Manage case lifecycle from receipt to closure, ensuring timely and complete resolution

Process Adherence and Escalation Resolution

• Follow the MHN (Multi-Handling Node) process rigorously for escalation resolution across calls, emails, and social media
• Ensure all escalation processes are documented and complied with for each case
• Provide regular updates to Cyber Crime police officers regarding open cyber fraud complaints

Root Cause Analysis and Feedback

• Conduct root cause analysis (RCA) on escalations and share findings with relevant stakeholders
• Identify trends in escalations and contribute feedback for improving customer experience and internal processes

Preferred candidate profile

• Graduate in any discipline.
• Prior experience in handling customer escalations is mandatory.
• Excellent verbal and written communication skills.
• Willingness to work in a 6-day work week with a rotational weekly off.