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Anurag Pandey

Grievance Officer at Eurkea Forbes

Kalyan

2+ years of work experience

Eureka Forbes Ltd
Aug 20259 mosApr 2026

Mumbai

Escalation Management Officer • Manage escalations related to water purifiers, robotic vacuum cleaners, air purifiers, and other electronic home cleaning products. • Handle high-level grievances received through CEO/MD offices, social media, and customer grievance portals. • Coordinate with cross-functional teams — including SCM, Service, Commercial, Logistics, and Sales — to ensure timely and accurate resolution of customer issues. • Communicate with customers through emails and calls, maintaining professionalism and empathy throughout the resolution process. • Contribute to maintaining brand reputation and customer satisfaction by ensuring SLA adherence and escalation closure within defined timelines.
Kotak Mahindra Bank
Apr 20241 yrMar 2025

Mumbai, Maharashtra, India

Deputy Manager -Service Assurance Team Handled high-priority customer escalations, including those with potential to escalate to the RBI, addressing complaints related to retail liabilities and credit cards through calls and emails, ensuring timely and effective resolution. • Addressed account-related concerns, including freezing, de-freezing, and reactivation of dormant or inactive accounts, to restore customer access and satisfaction. • Expertly resolved customer issues regarding banking and credit card charges, including incorrect fees, unauthorized deductions, and processing reversals accurately and promptly. • Delivered clear and comprehensive explanations to customers regarding various banking charges and policies, fostering transparency and trust. • Collaborated with cross-functional teams to resolve complex customer cases, ensuring seamless service and compliance with internal and regulatory standards. • Identified and analyzed trends in customer complaints, contributing to process enhancements and the reduction of recurring issues. • Consistently exceeded performance metrics, including resolution time, first-contact resolution, and customer satisfaction scores, enhancing the overall customer experience. • Maintained compliance with regulatory and institutional policies while mitigating risks during escalated case handling. • Demonstrated strong problem-solving and interpersonal skills to foster trust and maintain customer loyalty, ensuring the bank’s reputation for service excellence
IKEA
Apr 20221 yr 1 moApr 2023

Mumbai, Maharashtra, India

Education

Bachelor of management studies, Marketing/Marketing Management, General

Hindi Vidya Prachar Samitis Ramniranjan Jhunjhunwala College Opp Railway Station Ghatkopar West Mumbai 400 086

20183 yrs2021
Ramniranjan Jhunjhunwala College (Autonomous)

Master’s of commerce in business management, Business Administration, Management and Operations

Ramniranjan Jhunjhunwala College (Autonomous)

20212 yrs2023

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Anurag Pandey on Tal

Headline

Grievance Officer at Eurkea Forbes

About

I had completed my Bachelor of Management studies (BMS) in Marketing. I am persuing my Master's of Commerce (Business Management) 2nd year.

Location

Kalyan

Work experience

Grievance Officer at Eureka Forbes Ltd, Aug 2025 - Apr 2026 · 9 mos, Mumbai, Escalation Management Officer • Manage escalations related to water purifiers, robotic vacuum cleaners, air purifiers, and other electronic home cleaning products. • Handle high-level grievances received through CEO/MD offices, social media, and customer grievance portals. • Coordinate with cross-functional teams — including SCM, Service, Commercial, Logistics, and Sales — to ensure timely and accurate resolution of customer issues. • Communicate with customers through emails and calls, maintaining professionalism and empathy throughout the resolution process. • Contribute to maintaining brand reputation and customer satisfaction by ensuring SLA adherence and escalation closure within defined timelines.

Deputy Manager at Kotak Mahindra Bank, Apr 2024 - Mar 2025 · 1 yr, Mumbai, Maharashtra, India, Deputy Manager -Service Assurance Team Handled high-priority customer escalations, including those with potential to escalate to the RBI, addressing complaints related to retail liabilities and credit cards through calls and emails, ensuring timely and effective resolution. • Addressed account-related concerns, including freezing, de-freezing, and reactivation of dormant or inactive accounts, to restore customer access and satisfaction. • Expertly resolved customer issues regarding banking and credit card charges, including incorrect fees, unauthorized deductions, and processing reversals accurately and promptly. • Delivered clear and comprehensive explanations to customers regarding various banking charges and policies, fostering transparency and trust. • Collaborated with cross-functional teams to resolve complex customer cases, ensuring seamless service and compliance with internal and regulatory standards. • Identified and analyzed trends in customer complaints, contributing to process enhancements and the reduction of recurring issues. • Consistently exceeded performance metrics, including resolution time, first-contact resolution, and customer satisfaction scores, enhancing the overall customer experience. • Maintained compliance with regulatory and institutional policies while mitigating risks during escalated case handling. • Demonstrated strong problem-solving and interpersonal skills to foster trust and maintain customer loyalty, ensuring the bank’s reputation for service excellence

LOGISTICS COWORKER at IKEA, Apr 2022 - Apr 2023 · 1 yr 1 mo, Mumbai, Maharashtra, India

Education

Bachelor of management studies, Marketing/Marketing Management, General, Hindi Vidya Prachar Samitis Ramniranjan Jhunjhunwala College Opp Railway Station Ghatkopar West Mumbai 400 086

Master’s of commerce in business management, Business Administration, Management and Operations, Ramniranjan Jhunjhunwala College (Autonomous)

Anurag Pandey - Grievance Officer in Kalyan | Tal