Executive Escalation Manager
Description -
Job Summary
Customer Relations Manager role is responsible for providing professional solutions to the organization’s end-users, dealers and service providers, arising from unresolved escalated case issues. The role addresses customers’ technical issues, handles open service requests, and provides and unparalleled seamless customer service experience. The role provides relevant accurate and timely information to customers, ensuring adherence to established procedures, guidelines, and policies.
Responsibilities
- Resolve non‑technical issues for internal teams, external businesses, and end users through calls, e‑support, and proactive alerts.
- Address service, product, technical, and customer‑relations inquiries, providing accurate information based on entitlement (warranty to mission‑critical).
- Troubleshoot and resolve customer problems via phone and digital support channels.
- Document case details, solutions, and insights clearly in both written and verbal form, contributing to the Knowledge Management System (KMS).
- Proactively help customers reduce or avoid recurring issues.
- Collaborate with cross‑functional teams to meet SLAs and ensure fast, effective issue resolution.
- Support escalation handling with end‑to‑end ownership and accountability.
- Identify root causes and drive preventive or corrective actions.
- Demonstrate strong customer passion and maintain a customer‑centric approach throughout escalation management.
Education & Experience Recommended
• Four-year Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.
• Min of 8 years of work experience, preferably in telephone support, microcomputer industry, or a related field.
Knowledge & Skills
Excellent verbal and written communication skills.
Experience in troubleshooting in a technical environment is an added advantage.
Excellent analytical and problem
📌 Executive Escalation Manager (Bengaluru)
🏢 Hp
📍 Bengaluru