Skill Required:
- Strong written and verbal communication skills, ability to respond in grammatically correct
English.
- Should be Graduate / Undergraduate.
- Should have minimum 1 year experience of handling escalation desk.
- Proficient in using MS Office application like Excel, PowerPoint, Outlook
- Good knowledge of various social media platforms
- Should have understanding of case analysis
- Should be willing to work rotational shifts
- Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and
ability to be flexible and embrace change
- Exercise good judgment and independent decision-making skills
- Proactive Approach
Job Description:
- Manage customer escalations and coordinate resolution efforts with key stakeholders
(internal and external) by working cross-functionally to ensure issue ownership, action items,
and communications are fulfilled.
- Ensure Critical SLAs are met & adhered.
- Ensure customer escalations are resolved within agreed upon timelines, process change
ideas are implemented, and Influence others towards action and change.
- Provide Escalation Insights to stakeholders
- Utilizes available resources to solve complex escalations with minimal guidance or
intervention
- Executes de-escalation tactics and strategies with team members
- Strong follow-up required on all the assigned cases.
Job Type: Full-time
Pay: ₹35,000.00 - ₹40,000.00 per month
Schedule:
- Day shift
Experience:
- Escalation Desk: 1 year (Required)
- Customer Escalations: 1 year (Required)
- SLAS: 1 year (Required)
- MS Office: 1 year (Required)
- Case analysis: 1 year (Required)
- complex esacalations: 1 year (Required)
- social media platforms: 1 year (Required)
Work Location: In person