Priority Escalation Officer

Job Requirements

About the Role

As a Priority Escalation Officer in the Grievance Redressal team, you will be responsible for managing high-priority customer complaints and escalations, particularly those referred to the MD’s desk. Your role is critical in ensuring timely, accurate, and effective resolution of grievances, while maintaining high service quality and preventing repeat escalations.

Key Responsibilities

Primary Responsibilities

• Ensure effective and timely resolution of customer grievances referred to the MD’s desk, with zero comeback or further escalation.
• Adhere to turnaround time (TAT) standards for complaint resolution.
• Make quick and informed decisions to resolve complaints efficiently.
• Maintain high quality in responses and resolutions provided to customers.
• Accurately capture complaint details and raise appropriate tickets in the system.
  
  

• Identify erring units responsible for escalations and conduct root cause analysis (RCA).
• Recommend process improvements to prevent future grievances.
• Collaborate effectively with internal and external stakeholders to ensure smooth resolution and service delivery.
  
  

• Graduate in any discipline.
  
  

• 5 to 10 years of experience in grievance redressal, customer service, or related fields.
  
  

• Excellent written and verbal communication skills.
• Strong decision-making and problem-solving abilities.
• Good understanding of customer service processes and escalation handling.
• Ability to manage high-pressure situations with professionalism.
• Collaborative mindset and ability to work across teams.