- End-to-end management of Level 2 / Level 3 customer escalations and complex grievances across channels (Voice/Chat/Email).
- Perform Root Cause Analysis (RCA) and work towards quick resolution within defined TAT limits.
- De-escalate high-priority customer issues with empathy, tact, and clear communication.
- Collaborate with internal teams to drive continuous process improvements.
Requirements:
- 2+ years of relevant experience in Escalation Management / Complaint Management Team (CMT) / Priority Support.
- Outstanding written and verbal communication skills.
- Robust problem-solving, conflict resolution, and stakeholder management skills.
- Prior experience with ticketing systems and CRM tools (Zendesk, Salesforce, Freshdesk, etc.).
📌 Complaint Management Team (CMT) Specialist (Noida)
🏢 Firstmeridian Global Services
📍 Noida
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