Handle customer queries via phone, chat & email and drive each issue toward resolution in a manner that supports customer satisfaction & customer retention.

● Communicate effectively with international customers across different regions, ensuring professional and timely resolution of concerns.

● Ensure 2 hr. or less email/Fresh chat response rates.

● Work cross-functionally as needed to obtain resolution & customer satisfaction.

● Handle high-cost order queries separately and consider high-value, VIP customers.

● Report process issues, identify trends, and recommend improvements.

● Prepare data for most customer queries to develop and maintain FAQs.

● Act as the primary point of contact for internal teams regarding customized product feasibility and production-related queries.

● Review customer customization requests and provide guidance on product, design, printing, material, sizing, and production feasibility.

● Coordinate with Design, Production, and Product teams to determine whether customer requirements can be fulfilled within production capabilities.

● Recommend alternative solutions, materials, or design modifications when requested specifications are not feasible

.● Support resolution of production-related escalations impacting order processing, quality, or delivery timelines.





● Maintain and update internal documentation related to customization guidelines, production capabilities, and product limitations.

What we require (Desired Skills and abilities)

Skills:

Proven experience effectively assisting customers in an international customer service or contact centre workplace.

● Excellent verbal and written English communication skills with the ability to interact professionally with international customers.

● Strong knowledge of customized products, design processes, printing, and production workflows.

● Advanced conflict resolution capabilities.

● Must be detail-oriented, extremely organized, and possess strong communication, presentation, and excellent customer and internal relationship management skills.

● Strong analytical thinking and problem-solving skills.

● Ability to assess product, design, and production feasibility and provide clear recommendations.

● Fosters a positive team environment and collaboration within and across departments.

● Approachable, cooperative, professional, and a team player.

● Demonstrates an appropriate sense of urgency and adaptability in response to changing business needs.

Pay: ₹35,000.00 - ₹45,000.00 per month

Work Location: In person

📌 Escalation Specialist (India)
🏢 Group Bayport
📍 India