About this role
About the Role:
● The Junior Executive / Executive / Senior Executive will be responsible for managing end-to-end complaint resolution and service delivery coordination for NKA accounts, enhancing customer experience and supporting operational efficiency.
● The incumbent will report to the Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.
Job Responsibilities:
● Support Manager Operations in building an end-to-end system for complaint management and timely SOS follow-ups for NKA accounts
● Collate, analyse, and report complaint data across NKA customers; share insights with Manager
● Enhance customer experience and retention through structured feedback and resolution mechanisms
● Coordinate with branches and NKA teams to ensure service planning, scheduling, and timely delivery as per contract
● Monitor SOS, TAT, and complaint resolution steps; analyse trends and present action plans regularly
● Execute additional tasks and projects as assigned from time to time
Key Result Areas:
● Complaint Management System
● Customer Experience Enhancement
● Service Delivery Coordination
● Data Analysis & Reporting
● SOS & TAT Monitoring
Requirements
Competencies (Skills essential to the role):
● Strong communication skills – verbal, written, and fluent in English; local languages preferred
● Proficient in Google Suite / MS Office
● Analytical skills
● Cross-functional collaboration
● Agile
● Time Management
Educational Qualification / Other Requirement:
● Bachelor’s degree
● Minimum 2 to 5 years of experience in Service & Operations
● Familiarity with branch functioning, iCABs systems, and complaint management handling
● Knowledge of service delivery, follow-up, and SOS processes
● Basic pest management knowledge and experience in customer-facing complaint resolution
● Willingness to travel as per business needs
Role Type / Key working relationships:
● Individual Contributor
● Internal team
● External stakeholders
Benefits
➔ Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in:
● Service
● Relationships
● Teamwork
● Responsibility