We are looking for a proactive, responsible, and customer-focused Escalation Manager to join our team at Vyttila, Kochi.
The ideal candidate should have excellent communication, problem-solving, customer relationship management, and coordination skills. The candidate will be responsible for handling customer escalations, resolving critical issues, coordinating with internal departments, and ensuring customer satisfaction.
Key Responsibilities
- Handle and resolve high-priority customer complaints and escalations.
- Ensure timely resolution of customer issues within defined SLAs.
- Coordinate with internal departments to resolve critical concerns.
- Communicate professionally with customers and provide regular updates.
- Monitor pending escalations and ensure proper follow-up.
- Identify recurring issues and recommend corrective actions.
- Maintain escalation records and prepare daily, weekly, and monthly reports.
- Ensure high standards of customer service and satisfaction.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer handling and conflict resolution abilities.
- Good interpersonal and team coordination skills.
- Strong decision-making and problem-solving abilities.
- Ability to handle pressure and manage multiple priorities.
- Basic knowledge of MS Excel and reporting.
- Professional attitude with a customer-first approach.
Eligibility Criteria
- Bachelor's degree in any discipline.
- 1–3 years of experience in customer support, operations, or escalation management preferred.
- Experience handling customer complaints and critical issues will be an advantage.
- Freshers with excellent communication and coordination skills may also apply.
Job Highlights
- Immediate joining opportunity.
- Full-time position.
- Professional working workplace.
- Opportunity to take ownership of customer service operations.
How to Apply Candidates who are available to join immediately and have strong communication and customer-handling skills are encouraged to apply.
Location: Vyttila, Kochi, Kerala
Apply Now! Become a part of our team and contribute to delivering excellent customer experiences.
Pay: ₹25,000.00 - ₹55,000.00 per month
Benefits
- Cell phone reimbursement
- Flexible schedule
- Internet reimbursement
Work Location: Hybrid remote in Kochi, Kerala
📌 Hiring: Escalation Manager (Kochi)
🏢 FLUENT FLOW ENGLISH ACADEMY
📍 Kochi
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