Job Requirements

Key Responsibilities

1. Complaints Desk & L2 Case Management

• Lead and govern the L2 complaints resolution team, handling escalated and complex customer cases end-to-end

• Ensure structured complaint handling using RCA & CAPA frameworks for every eligible case

• Provide resolution ownership from complaint receipt to customer closure, ensuring high First Time Resolution (FTR)

• Drive adherence to complaint SLAs and regulatory/process requirements

• Authorize corrective actions such as refunds, remakes, replacements, or service recoveries within defined policies

2. Customer Experience & Advocacy

• Act as the customer’s internal advocate, ensuring customer concerns are fairly represented across functions

• Demonstrate strong empathy and customer-centric judgement while resolving emotionally sensitive cases

• Proactively manage customer expectations through clear communication, realistic timelines, and timely updates

• Convert complaint moments into customer recovery opportunities, improving loyalty and repeat engagement

3. Root Cause Analysis & Process Improvement – By Leveraging AI

• Analyze complaint data to identify recurring issues, systemic defects, and process breakdowns

• Conduct downstream and upstream RCA across stores, labs, logistics, vendors, and internal support teams

• Partner with process owners to eliminate root causes and prevent recurrence

• Measure and track the impact of corrective actions and ensure sustained adoption through governance

4. Voice of Customer (VoC) & Analytics

• Track and interpret complaint trends, patterns, and emerging risks using CRM dashboards and MIS reports

• Translate VoC insights into actionable recommendationsfor Operations, Retail, Supply Chain, and Product teams

• Provide periodic insights to leadership on complaint drivers, CX gaps, and improvement opportunities

5. CRM, Tools & Performance Governance

• Own and optimize usage of CRM systems and complaint management tools

• Monitor L2 agent productivity, quality, case ageing, and resolution effectiveness

• Ensure accuracy of complaint tagging, dispositioning, and data enrichment

• Build reports and dashboards to track performance, trends, and improvement outcomes

6. Stakeholder & Cross-Functional Management

• Collaborate closely with Retail Teams, Labs, Logistics, Customer Care, Product, and Quality

• Influence stakeholders to prioritize customer pain points and act on identified gaps

• Escalate risks and systemic issues with clear business impact and solution pathways

7. Team Leadership & Capability Building

• Coach, mentor, and develop L2 complaint agents on judgement, empathy, and structured problem-solving

• Identify training needs based on complaint patterns and quality audits

• Drive a culture of customer-first thinking, accountability, and continuous improvement

Skills & Competencies

• Strong knowledge of complaints management frameworks (RCA, CAPA, FTR, VoC)

• Excellent analytical, problem-solving, and decision-making skills

• High emotional intelligence with ability to handle escalated and sensitive customer interactions

• Strong stakeholder management and influencingcapability

• Hands-on understanding of CRM systems, dashboards, MIS, and reporting

• Ability to identify patterns, connect dots, and drive systemic rather than tactical fixes

Qualification & Experience

• Graduate with 10–14 years of relevant experience in complaints management, customer experience, or service operations

• Prior experience managing L2/L3 escalations in retail, services, or consumer brands preferred

Skills & Competencies

• Strong knowledge of complaints management frameworks (RCA, CAPA, FTR, VoC)

• Excellent analytical, problem-solving, and decision-making skills

• High emotional intelligence with ability to handle escalated and sensitive customer interactions

• Strong stakeholder management and influencingcapability

• Hands-on understanding of CRM systems, dashboards, MIS, and reporting

• Ability to identify patterns, connect dots, and drive systemic rather than tactical fixes

Qualification & Experience

• Graduate with 10–14 years of relevant experience in complaints management, customer experience, or service operations

• Prior experience managing L2/L3 escalations in retail, services, or consumer brands preferred