- Manage customer escalations in a timely and professional manner to resolve issues efficiently.
- Coordinate with internal teams to investigate and resolve complex customer complaints.
- Develop and maintain effective communication strategies to keep customers informed about issue resolution progress.
- Analyze data to identify trends and areas for improvement in the escalation process.
Job Requirements :
- 1-3 years of experience in BPO/Call Centre workplace, preferably in an Escalation Manager role.
- Strong understanding of complaint handling procedures and regulations (e.g. NBFC).
- Excellent customer service skills with ability to handle high-pressure situations calmly.
- Proficiency in using technology such as CRM software for tracking and managing escalations.