Easyrewardz - Lead - Reward Operations - Customer Support Operations

Job Title : Lead - Rewards Operations

Department : Rewards / Loyalty Operations

Preferred Industry : Travel / Rewards / Loyalty

Location : Gurgaon

Job Summary :

We are seeking an experienced and proactive professional to join our team as a Lead - Rewards Operations. The ideal candidate will be responsible for overseeing the end-to-end management of customer complaints and escalations related to reward programs.

Customer Complaints Management :

• Own and manage the resolution of complex customer complaints related to rewards programs across multiple channels (email, voice, tickets, etc.).
• Ensure complaints are handled in a timely, empathetic, and compliant manner, meeting SLAs.
• Maintain detailed complaint records and documentation for internal audits and compliance reporting.

Escalation Handling :

Issue Identification & Resolution :

Stakeholder Communication & Reporting :

Client Updates & Relationship Management :

Required Skills and Qualifications :

(ref : iimjobs.com)