Assistant Manager

Assistant manager (Escalation Lead): Location - Gurgaon Sec 44  *Apply only -female Candidate  Salary - 35k to 40k  Depend on interview  Immediately joiner*  🔹 Core Responsibilities 1. Escalation Handling Manage and resolve high-priority or escalated customer issues. Ensure quick response and resolution within defined SLAs (Service Level Agreements). Act as the final point of contact for complex cases. 2. Team Leadership & Mentoring Guide and support the escalation team members. Train agents on handling difficult situations and improving customer experience. Monitor team performance and provide feedback. 3. Customer Communication Communicate effectively with customers to reassure, update, and resolve escalated issues. Handle dissatisfied customers with empathy and professionalism. 4. Cross-Department Coordination Work closely with product, technical, and operations teams to resolve systemic issues. Escalate recurring problems to management for long-term fixes. 5. Process Improvement Identify root causes of escalations and recommend improvements. Create action plans to reduce repeat escalations. Maintain documentation of escalated cases and lessons learned. 6. Reporting & Analysis Prepare escalation reports and share insights with senior management. Track escalation trends and KPIs (response time, resolution time, customer satisfaction). Policy & Compliance Ensure escalation handling follows company policies and compliance standards. Maintain data confidentiality and ethical practices.  In short: A Customer Support Escalation Team Leader ensures that the most critical customer issues are resolved quickly and effectively, while also leading the team, improving processes, and maintaining customer trust. connect with us: Vivek Sharma  +91 9811284564, +91 7428734665 www.hindustanwellness.com