- Manage escalations from various channels (web, email, chat) to ensure timely resolution of customer issues.
- Collaborate with internal teams to resolve complex customer queries and improve overall customer satisfaction.
- Develop and maintain subject matter expertise on key products/services to effectively address technical questions.
- Analyze escalation trends and provide recommendations for process improvements.
Job Requirements :
- 2-4 years of experience in operations management or a related field.
- Robust understanding of escalation management principles and practices.
- Excellent communication skills with the ability to articulate complex information clearly.
- Proficiency in managing multiple priorities simultaneously while meeting SLA targets.