Trainee Apprenticeship (Customer Experience )

Yes Bank Ltd.; Mumbai Suburban; On-site; INR 167,000 - 279,000; Full time

Job summary

Yes Bank Ltd. invites MBA freshers to join a 12-month Apprenticeship program in the Customer Experience department in Mumbai (Santacruz). The role focuses on reviewing complaint resolutions to ensure quality and service standards are met before closure.

You will work within the Central Complaint Review Unit (CCRU) and collaborate with cross-functional teams. The program emphasizes structured learning, exposure to critical customer experience functions, and development of analytical, quality

Qualifications

• Full-time MBA from a recognized institution.
• Fresh MBA graduates only; no prior employment and no PF/UAN account.
• Interest in Customer Experience, Operations, Quality, or Service Excellence.
• Excellent communication and analytical skills.

Responsibilities

• Review customer complaints resolved by business teams.
• Assess resolutions for accuracy, adequacy, completeness and compliance.
• Conduct quality checks on complaint closures and documentation.
• Record observations and provide feedback on resolution quality.
• Close complaints meeting quality standards.

Skills

Strong communication

Analytical and problem-solving

Attention to detail

Customer-centric mindset

Education

MBA (Full-time)

Tools

MS Excel

PowerPoint

Word

Job description

Customer Experience Apprentice

12-Month Apprenticeship Program |

Only for MBA Freshers

Department :- Customer Experience

Location :- Mumbai ( Santacruz )

About the Role

We are seeking passionate, analytical, and customer-focused MBA freshers to join our Customer

Experience team as Apprentices. As part of the Central Complaint Review Unit (CCRU), you will

review complaint resolutions and ensure they meet quality, process, and customer service

standards before final closure.

Key Responsibilities

• Review customer complaints marked as resolved by business teams.
• Assess resolutions for accuracy, adequacy, completeness, and compliance.
• Conduct quality checks on complaint closure actions and documentation.
• Record observations and feedback on complaint resolution quality.
• Close complaints meeting quality standards.
• Reassign cases requiring improvement with corrective action recommendations.
• Coordinate with stakeholders for timely resolution.
• Maintain reports, dashboards, and review records.
• Support customer experience and service quality improvement initiatives.

Eligibility Criteria

• Full-time MBA from a recognized institution.
• Strong interest in Customer Experience, Operations, Quality, or Service Excellence.
• Excellent communication and analytical skills.
• This opportunity is exclusively for freshers who have not been employed previously and do not hold an existing PF/UAN account.

Desired Skills

• Strong communication skills.
• Analytical and problem-solving ability.
• Attention to detail and quality orientation.
• Customer-centric mindset.
• Proficiency in MS Excel, PowerPoint, and Word.

Learning Opportunities

• Structured learning and development experience.
• Exposure to a critical customer experience function.
• Opportunity to work with cross-functional teams.
• Build analytical, quality review, and customer-centric decision-making skills.
• Strong foundation for a career in Customer Experience, Operations, Quality, and Service Excellence.

If you are an MBA graduate looking to kick-start your career in Customer Experience and contribute to enhancing customer satisfaction through quality-driven processes, we would love to hear from you.