Team Member-Customer Experience-SUPPORT SERVICES-Customer Experience

CX Expeditor – Job Description (Short Version)

Department: Customer Experience
Location: Mumbai

Role Overview

The CX Expeditor is responsible for tracking, coordinating, and ensuring timely closure of customer complaints and service requests (SRs). The role requires strong collaboration with cross-functional teams to improve TAT adherence, reduce pendency, and enhance overall customer experience.

Key Responsibilities

• Monitor all pending complaints daily, prioritizing items pending beyond 7 days.
• Track Beyond-TAT Request SRs and work with teams to drive timely closure.
• Collaborate closely with cross-functional teams and escalate delays as required.
• Conduct weekly reviews with Service Quality (SQ), SPOCs, and teams with high pendency.
• Publish weekly dashboards highlighting complaint and SR status.
• Coordinate monthly updates with the Internal Ombudsman (IO) and Grievance Redressal teams.
• Identify systemic issues causing recurring delays and work with Kaizen/Process Improvement teams to recommend and support sustainable solutions.

Skills & Competencies

• Strong follow-up and stakeholder management skills
• Effective communication and coordination abilities
• Analytical skills for tracking trends and interpreting dashboards
• Customer-first mindset
• Exposure to complaint management processes and TAT guidelines (preferred)

Ideal Candidate

• Prior experience in customer experience, grievance handling, service quality, or operations
• Detail-oriented, proactive, and comfortable working with tight timelines

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