Should have minimum 2 years experience of handling escalation desk.
Academia : Graduate or Equivalent.
Industry : Consumer Electronics Appliances / Finance / BPO
Process: Call / Chats / Mails
Key Skills :
• Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross functionally to ensure issue ownership, action items, and communications are fulfilled.
• Ensure Critical SLAs are met & adhered.
• Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.
• Provide Escalation Insights to stakeholders
• Utilizes available resources to solve complex escalations with minimal guidance or intervention
• Executes de-escalation tactics and strategies with team members
• Solid follow-up required on all the assigned cases.
Strong written and verbal communication skills, ability to respond in grammatically correct English.
• Proficient in using MS Office application like Excel, PowerPoint, Outlook
• Good knowledge of various social media platforms
• Should have understanding of case analysis
• Should be willing to work rotational shifts
• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change
• Exercise good judgment and independent decision-making skills