Trainee Apprenticeship (Customer Experience)

Customer Experience Apprentice

12-Month Apprenticeship Program

Department: Customer Experience

Location: Mumbai (Santacruz)

About the Role

We are seeking passionate, analytical, and customer-focused MBA freshers to join our Customer Experience team as Apprentices. As part of the Central Complaint Review Unit (CCRU), you will review complaint resolutions and ensure they meet quality, process, and customer service standards before final closure.

Key Responsibilities

• Review customer complaints marked as resolved by business teams.
• Assess resolutions for accuracy, adequacy, completeness, and compliance.
• Conduct quality checks on complaint closure actions and documentation.
• Record observations and feedback on complaint resolution quality.
• Close complaints meeting quality standards.
• Reassign cases requiring improvement with corrective action recommendations.
• Coordinate with stakeholders for timely resolution.
• Maintain reports, dashboards, and review records.
• Support customer experience and service quality improvement initiatives.

Qualifications

• Full-time MBA from a recognized institution.
• Strong interest in Customer Experience, Operations, Quality, or Service Excellence.
• Excellent communication and analytical skills.
• This opportunity is exclusively for freshers who have not been employed previously and do not hold an existing PF/UAN account.

Desired Skills

• Strong communication skills.
• Analytical and problem-solving ability.
• Attention to detail and quality orientation.
• Customer-centric mindset.
• Proficiency in MS Excel, PowerPoint, and Word.

Learning Opportunities

• Structured learning and development experience.
• Exposure to a critical customer experience function.
• Opportunity to work with cross-functional teams.
• Build analytical, quality review, and customer-centric decision-making skills.
• Strong foundation for a career in Customer Experience, Operations, Quality, and Service Excellence.