Customer Escalation Management
Serve as the primary point of contact for all customer escalations related to interior design projects.
Investigate customer concerns, identify root causes, and coordinate with relevant teams for effective resolution.
Ensure escalations are addressed within defined SLAs and company standards.
Maintain explicit and empathetic communication with customers throughout the resolution process.
Stakeholder Coordination
Collaborate with Design, Project Execution, Procurement, Installation, and Quality teams to resolve issues efficiently.
Facilitate cross-functional discussions to drive quick decision-making and closure of escalated cases.
Escalate critical matters to senior management when required.
Customer Experience Enhancement
Monitor customer feedback and identify recurring issues impacting customer satisfaction.
Recommend process improvements to reduce future escalations.
Support initiatives aimed at improving overall customer experience and retention.
Reporting & Analysis
Track escalation trends, root causes, resolution timelines, and customer satisfaction metrics.
Prepare periodic MIS reports and dashboards for management review.
Analyze data to identify opportunities for operational improvements.
Process Compliance
Ensure adherence to company policies, quality standards, and customer service protocols.
Maintain accurate documentation of all escalations and resolutions in CRM or project management systems.
Drive continuous improvement initiatives to enhance service delivery.
Required Qualifications
Bachelor's degree in Business Administration, Operations Management, Interior Design, or related field.
46 years of experience in customer escalation management, customer success, operations, or service delivery.
Prior experience in Interior Design, Home Interiors, Real Estate, Construction, Architecture, or related industries is preferred.
Key Skills & Competencies
Customer Complaint Resolution
Stakeholder Management
Conflict Resolution & Negotiation
Root Cause Analysis
Project Coordination
CRM & MIS Reporting
Solid Communication & Interpersonal Skills
Process Improvement
SLA Management
Analytical and Problem-Solving Skills
Success Metrics
Escalation Resolution TAT (Turnaround Time)
Customer Satisfaction (CSAT/NPS)
Reduction in Repeat Escalations
SLA Adherence
Customer Retention and Recovery Rate
Quality of Resolution and Stakeholder Feedback