To manage and resolve customer complaints or escalated queries across multiple channels (Social Media, Stores/Retailers, HelloPeter, Ombudsman, internal escalations, etc) by ensuring timely, accurate, and customer-centric solutions. The role aims to improve customer experience, provide insights for process improvements and reduce escalation turnaround times.

Complaint Handling & Resolution

• Manage the end-to-end resolution of complaints across all channels by gathering relevant facts/information, collaborating with internal teams, and ensuring timely and appropriate solutions


• Access various systems as required to resolve complaints and accurately update information


• Act as a point of contact, provide updates, ensure fairness, and build rapport with complainants and relevant stakeholders


• Correct complaints classification based on the nature of the complaint


• Provide clear, accurate, and compliant res...