AM - Talent Acquisition at McDonald's (Hardcastle Restaurants Pvt. Ltd.)
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McDonald's - Retainer - Customer Complaint Management (2-4 yrs)
1. Operations & Complaint Management :
a. Resolution of complaints in 48 hours
b. Assisting Operations Consultants in complaint resolution and ensuring required TAT is achieved
c. Speaking to customers for complaint resolution in the absence of Operations Consultant
d. Investigate report and provide immediate resolution of higher priority complaints
e. Quality monitoring of Complaints Automated Systems - (Manual rectification of errors)
f. Taking customer feedback post complaint resolution
g. MDS CSAT calling
2. Complaint's MIS & Reporting:
a. Maintaining a complaints database (MIS)
i. Operations Complaints MIS as a weekly, monthly and quarterly deliverable
ii. RSC Complaints MIS as a weekly, monthly and quarterly deliverable
b. Highlighting complaint trends in MIS
c. Dispute management with restaurants, and updating MIS accordingly
d. Working and helping the senior team members with Adhoc complaint reports
e. Alerts management and maintaining a 48 hour TAT for resolutions
f. Sending regular updates for My Voice Alerts and assisting restaurants in resolution
