190 Customer Escalation Jobs

Profile- Resolution Location- Noida Exp- min2yrs Package- upto32in-hand Skills- Handle escalated cases from the Customer Support team via email, call, or ticketing tools Anushika 9211073262 Required Candidate profile As a Resolution Associate, you’ll serve as the escalation point for complex customer concerns. You'll work cross-functionally to ensure accurate, timely, and empathetic resolutions.

Candidates should be very proficient in email drafting and in Excel like pivot table, Vlookup, Hlookup, conditional formatting,etc. Excellent communication and interpersonal skills Fluency in English Interested candidates plz call on 9267953621

Responsibilities: * Manage customer queries via phone, email & chat * Maintain high NPS through timely resolutions * Collaborate with teams for issue escalation * Ensure exceptional customer experience * Resolve complaints promptly Provident fund Performance bonus Flexi working

Send your CV to binoy.raphel@simplilearn.net WhatsApp - 8157891350 We're looking for a skilled and experienced Lead to support our team members and ensure that our learners receive exceptional service. The Lead - Learner Success Manager will oversee day-to-day activities like ticket assignment, roster creation, managing daily operations, identifying opportunities for process improvements, and ensuring that our team receives the support to do their job efficiently. What You'll Do: Manage day-to-day operations, rosters, and coverage during peak hours. Track team performance and provide regular feedback. Handle escalated learner issues and ensure quick resolution. Train, mentor, and develop team members for high performance. Identify and implement process improvements. Collaborate with other teams to use learner feedback for business decisions. What We're Looking For: Bachelor's degree. 3+ years in a support role, with 2+ years in leadership. Strong leadership, problem-solving, and communication skills. Proficiency in Salesforce (preferred). Flexible to work rotational shifts & week-offs (WFO only). Total CTC : up to 7 LPA (90% fixed & 10% variable) If youre passionate about delivering exceptional customer experiences and meet the above qualifications, apply now for the role of Customer Delight Team Leader at Simplilearn. Send your CV to binoy.raphel@simplilearn.net Phone - 8157891350.

Role Purpose The purpose of this role is to provide solutions and bridge the gap between technology and business know-how to deliver any client solution Do 1. Bridging the gap between project and support teams through techno-functional expertise For a new business implementation project, drive the end to end process from business requirement management to integration & configuration and production deployment Check the feasibility of the new change requirements and provide optimal solution to the client with clear timelines Provide techno-functional solution support for all the new business implementations while building the entire system from the scratch Support the solutioning team from architectural design, coding, testing and implementation Understand the functional design as well as technical design and architecture to be implemented on the ERP system Customize, extend, modify, localize or integrate to the existing product by virtue of coding, testing & production Implement the business processes, requirements and the underlying ERP technology to translate them into ERP solutions Write code as per the developmental standards to decide upon the implementation methodology Provide product support and maintenance to the clients for a specific ERP solution and resolve the day to day queries/ technical problems which may arise Create and deploy automation tools/ solutions to ensure process optimization and increase in efficiency Sink between technical and functional requirements of the project and provide solutioning/ advise to the client or internal teams accordingly Support on-site manager with the necessary details wrt any change and off-site support 2. Skill upgradation and competency building Clear wipro exams and internal certifications from time to time to upgrade the skills Attend trainings, seminars to sharpen the knowledge in functional/ technical domain Write papers, articles, case studies and publish them on the intranet Mandatory Skills: Collibra. Experience: 5-8 Years.

Job Posting TitleSUPV II CUSTOMER SERVICE Band/Level5-3-M Education ExperienceBachelors Degree (High School +4 years) Employment Experience7-10 years At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. Job Overview TE Connectivity Ltd. is a $14.9 billion global technology and manufacturing leader creating a safer, sustainable, productive, and connected future. For more than 75 years, our connectivity and sensor solutions, proven in the harshest environments, have enabled advancements in transportation, industrial applications, medical technology, energy, data communications, and the home. With 80,000 employees, including more than 7,500 engineers, working alongside customers in approximately 150 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com Roles and Responsibilities ROLE OBJECTIVE: Supervisor Customer Solutions Support will be responsible of a team of Associates for supporting all Customer Service-related tasks of the TE Order-to-Cash Process playing a key role in the whole business success. The team will support the whole EMIA Customer Solutions, intercompany business. He/She must get the new tasks for the team and support transition smoothly. This role requires cross functional support by which the team gain process knowledge. Supporting all kind of TEOA initiatives and track daily key KPI’s and ensure 100% quality. RESPONSIBILITIES: Managing customer service teams Analyze and identify the right trainings based on their expertise and skill set Identify the high potential and critical talents and set the career path Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis Interact with internal stake holders on a regular basis On-board new employees and ensure they get the trainings Handling internal and external customer escalations Review, Analyze and answer customer complaints Hiring right employees and provide the training Set the right KPI’s and developmental goals for the team Ensuring a daily Performance Improvement Management with team Analyzing monthly VOC and defining appropriate actions Evaluating performance and behavior by conducting 1:1 meeting. Taking necessary actions if there is any deviation in performance or behavior. Conducting root cause analysis for the customer escalation and taking corrective and preventive actions Identify and create the back up for supervisor of the respective team Driving TEOA according to Star Level Requirements and supporting continuous improvement projects (Kaizen Events, Six Sigma Projects) Driving team initiatives to keep motivation and performance on a high level Share monthly reports summarizing the assigned team’s performance. Desired Candidate QUALIFICATIONS EXPERIENCE / KNOWLEDGE : Graduation in any stream Minimum 7-9 years of work experience in Customer Service environment – Order management domain. Hands on experience in SAP is preferred Knowledge in the Supply Chain Processes Expertise in the SAP – SD / MM module Minimum 2 years of team managing experience. Competencies Managing and Measuring Work Building Effective Teams Motivating Others ValuesIntegrity, Accountability, Inclusion, Innovation, Teamwork SET Strategy, Execution, Talent (for managers) ABOUT TE CONNECTIVITY TE Connectivity plc (NYSETEL) is a global industrial technology leader creating a safer, sustainable, productive, and connected future. Our broad range of connectivity and sensor solutions enable the distribution of power, signal and data to advance next-generation transportation, energy networks, automated factories, data centers, medical technology and more. With more than 85,000 employees, including 9,000 engineers, working alongside customers in approximately 130 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more atwww.te.com and onLinkedIn , Facebook , WeChat, Instagram and X (formerly Twitter). WHAT TE CONNECTIVITY OFFERS: We are pleased to offer you an exciting total package that can also be flexibly adapted to changing life situations - the well-being of our employees is our top priority! Competitive Salary Package Performance-Based Bonus Plans Health and Wellness Incentives Employee Stock Purchase Program Community Outreach Programs / Charity Events Employee Resource Group Across our global sites and business units, we put together packages of benefits that are either supported by TE itself or provided by external service providers. In principle, the benefits offered can vary from site to site.

Role & responsibilities To Handle L2 & L3 Escalation experience HSC / Graduate Minimum 6 months of complaint management experience Strong communication skills Proficiency in using social media platforms Preferred candidate profile L3 & L4 Escalation Experience Mandatory Flexibility to work in Shifts timings- 24/7 Shifts Week Off - 2 rotational week off Salary would be based on your last drawn CTC If Interested share your contact or share your resume on 8657971384 Mail - JuiliD@hexaware.com

BricknBolt is a managed marketplace providing construction services. We are category creators and front-runners in space. We are solving one of the most complex business problems and creating an ecosystem of trust for the Stakeholders - Customers, Construction professionals, and Material vendors. Construction has been a highly unorganized and severely tech-deficit industry globally. We are just not trying to organize but disrupt the industry completely using technology and process - creating the playbook for the industry. Indian real estate is earmarked to be a $650 billion market in 2025 and a $1 trillion worth sector in 2030. With 85%+ construction still unorganized in India, Brick&Bolt is on a path to capture the massive and super-broken market using our technology and processes. Expanding to more than 12 cities in 15 months. With the Series A2 round, Brick&Bolt has raised a total of $16 million. Earlier Sequoia Surge, Foundamental, HDFC Capital Advisors Limited and Stride Ventures have invested in Brick&Bolt. In Jan 2023, we raised Series A2 Funding of $10million from Accel and Celesta Capital. Designation - Team Lead - Operations Project Manager About the Role We are Hiring Passionate Individuals who have the desire to excel personally & professionally, well versed in project management and who are capable of handling multiple projects simultaneously. Great knowledge in all technical aspects with expertise in handling client and contractor. Role & Responsibilities:- Responsible for managing and overseeing projects, including time, quality control and being accountable for project direction. Ability to lead a team of construction professionals including site engineers, and support staff. Provide guidance, mentorship, and training to team members to foster professional growth and ensure high performance. Collaborate with different teams across the organization such as design, procurement, Vendor management, technical and finance to ensure seamless project execution. Monitor and control project schedules, budgets, and resources to achieve project goals. Handle client and contractor escalations, ensure clear communication and manage client expectations throughout the project lifecycle with transparency. Resolve client concerns or issues in a timely and professional manner. Coordinate with Construction technical team in building works as per QCS and I.S standards. Produced and logged photographic records. Survey the construction site to ensure the finished grades. Conduct construction progress meetings with Clients and Site-Project Manager Required Skills Any Graduate with 4+ years experience in operations management Willingness to travel to project sites as required. Good communication skills in local languages. Strong problem-solving skills and ability to make decisions under pressure. Posses strong mathematical and analytical skills. Ability to multitask and prioritize tasks effectively in a fast-paced environment. Commitment to safety, integrity, and ethical conduct

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Cisco Routing and Switching . Experience: 3-5 Years .

About Info Edge InfoEdge's mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU - Job Hai Job Hai is new venture by Info Edge. Info Edge is successfully running businesses like Naukri.com, Jeevansathi.com, 99 acres.com etc. Job Hai portal focused on Blue and grey collar hiring. Job Hai is serving jobs for Sales/ Business Development, Marketing, Field Sales, Back Office, Customer Support, Housekeeping, Warehouse etc. Job Hai is in 7 metro cities, Mumbai, Delhi, Noida, Gurgaon, Ghaziabad, Faridabad, Greater Noida. The Group Manager will be responsible for overseeing and driving excellence across three critical functions Customer Experience (CX), Fraud Control, and Sales Audit . Key Responsibilities Lead 3 Team Leaders (CX, Fraud, Sales Audit) and their respective teams. Define and monitor KPIs for each vertical aligned to business goals. Mentor and upskill Team Leaders to strengthen managerial bandwidth. 2. Customer Experience (CX) Management Ensure timely and effective handling of recruiter/client queries, complaints, and escalations. Drive VOC (Voice of Customer) initiatives to capture feedback and improve service quality. Monitor TAT, resolution quality, and CSAT/NPS scores. Implement process improvements to enhance recruiter experience. 3. Fraud Control & Compliance Oversee fraud detection, prevention, and redressal mechanisms. Ensure robust monitoring of suspicious activities Maintain governance through regular audits, blacklisting SOPs, and maker-checker validations. 4. Sales Audit & Quality Assurance Supervise the auditing of sales calls and processes to ensure compliance with pitch guidelines. Track and report defect rates, audit accuracy, and adherence to sales quality benchmarks. 5. Performance Monitoring & Reporting Review daily/weekly/monthly dashboards across all three functions. Analyze trends, highlight risks, and present actionable insights to senior leadership. Establish governance cadence through structured review mechanisms (daily huddles, WBRs, MBRs). 6. Strategic Initiatives & Cross-Functional Collaboration Act as a bridge between Operations, Sales, Product, and Compliance teams. Drive automation and digitization initiatives across CX, Fraud, and Audit processes. Qualifications & Skills Graduate/Postgraduate with 8–10 years of experience in Operations/Customer Experience/Fraud Control/Sales Quality. Proven experience in managing multiple teams/functions simultaneously. Expertise in governance, compliance, and process improvement. Strong problem-solving, decision-making, and conflict management skills.

Social Media Management, Complaint Desk Online Reputation Management (ORM) and escalation management Exp. working with global end-users, Should have handled a team of 80 to 100 members Social media Escalation experience required Voice/Email/Chat/ORM Required Candidate profile 2 yrs leading a Complaints Management Desk/L3 in an Int. Contact Centre Program Ensuring QMS Compliance for All Processes Handled Following of Quality Processes Thoroughly-Checklists, Standards etc.

Social Media Management, Complaint Desk Online Reputation Management (ORM) and escalation management Exp. working with global end-users, Should have handled a team of 80 to 100 members Social media Escalation experience required Voice/Email/Chat/ORM Required Candidate profile 2 yrs leading a Complaints Management Desk/L3 in an Int. Contact Centre Program Ensuring QMS Compliance for All Processes Handled Following of Quality Processes Thoroughly-Checklists, Standards etc.

Location: Noida, Sector 63 Grade: V7 and Above Salary: 45,000 – 50,000 per month (CTC) Handle Level 3 customer escalations via email, calls, or CRM platforms. Act as the final resolution point for unresolved or sensitive customer complaints. Required Candidate profile Maintain comprehensive documentation of case resolutions in CRM tools. Ensure customer satisfaction through empathy, ownership, and clear communication. Joining: Immediate joiners preferred

Location: Noida, Sector 63 Grade: V7 and Above Salary: 45,000 – 50,000 per month (CTC) Handle Level 3 customer escalations via email, calls, or CRM platforms. Act as the final resolution point for unresolved or sensitive customer complaints. Required Candidate profile Maintain comprehensive documentation of case resolutions in CRM tools. Ensure customer satisfaction through empathy, ownership, and clear communication. Joining: Immediate joiners preferred

Location: Noida, Sector 63 Grade: V7 and Above Salary: 45,000 – 50,000 per month (CTC) Handle Level 3 customer escalations via email, calls, or CRM platforms. Act as the final resolution point for unresolved or sensitive customer complaints. Required Candidate profile Maintain comprehensive documentation of case resolutions in CRM tools. Ensure customer satisfaction through empathy, ownership, and clear communication. Joining: Immediate joiners preferred

Location: Noida, Sector 63 Grade: V7 and Above Salary: 45,000 – 50,000 per month (CTC) Handle Level 3 customer escalations via email, calls, or CRM platforms. Act as the final resolution point for unresolved or sensitive customer complaints. Required Candidate profile Maintain comprehensive documentation of case resolutions in CRM tools. Ensure customer satisfaction through empathy, ownership, and clear communication. Joining: Immediate joiners preferred

Immediate Hiring for Email & Chat Process / Non-Voice Process Hindi, Telugu, Kannada, Malayalam, Tamil ( Freshers / Experienced) Walk-in with Resume & Walk-Out with Offer Qualification - Any Degree 2025 Passed Outs Can also Apply / Any 3 Years Diploma Experience - 0 to 4 Years Permanent on Role Job Internal Job Promotions Salary - Fixed Salary Avg English Communication+ Any Native Languages Like Hindi, Malayalam, Odia, Bengali, Telugu Kannada PF +ESI +Gratuity General Shift (9.30 Am to 6.30 Pm) Sunday Weekoff + Monthly Paid Leaves Roles and Responsibilities: Responsible for Attending In-outbound calls and regular follow up on leads assigned. Build a strong relationship / trust with customers by understanding the customer requirements and suggesting the right product to the Customers. Explaining the product features in detail and how to use the packages. Understand the Customer requirements, encourage them to upgrade / renew the matrimony packages. Address all the issues / grievances of customers and provide the right customer experience. Capture the insights from customer interactions and share it with the internal team. Strictly adhere to the process requirements Interview Location - Matrimony.com RR Tower 3, No.95, 7th floor, Guindy Industrial Estate, Water Works Road, SIDCO Industrial Estate. Exact Landmark: Opposite to Ekkattuthangal Water Distribution Station Chennai -600032 Reference- Mathivanan-9025990566 Mention Mathivanan on the top of your Resume Company Overview: Matrimony.com Ltd is India's first pure play Wed-Tech Company to get listed on BSE and NSE. Its flagship brand Bharat Matrimony is the largest and the Most Trusted Matrimony Brand (as per the Brand Trust Report 2014). Over 3600 associates serve close to 4 million members. The company provides both matchmaking and marriage related services and is also complemented by 110+ company-owned retail outlets. Its flagship matchmaking services are Bharat Matrimony, Elite Matrimony and Community Matrimony. With a strong leadership in matchmaking, the company has fast expanded into the $55 billion marriage services Industry Wedding Bazaar the Largest Wedding Services Provider and Mandaps the Largest Online Wedding Venues Platform The goal is to build a billion-dollar revenue company and a long-lasting institution with a legacy for the generations to come.

Responsibilities: * Manage customer complaints process from start to resolution * Collaborate with cross-functional teams on product improvements * Lead customer support team, ensuring timely responses & satisfaction Health insurance

About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks: Day Shift 5 Days working

About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT Coordinating with other departments on a daily basis and following up with them diligently Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: Excellent verbal and written communication skills Ability to work independently and under pressure Comfortable with rotational shifts Perks Day Shift 5 Days working

About Info Edge InfoEdges mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU: Naukri.com Naukri is Indias market leader in the recruitment business. It provides all the job seekers with advisory services and caters to their different needs and offer value-added features such as resume writing, highlighting and many more. With over 67 Million resumes searches daily, Naukri.com has 5 Million job listings, 59 Thousand+ unique clients and 4.9 Million recruiters connect with the job seekers via emails. Job Objective: The objective of this role is to resolve customer queries related to the business portal, its features and services. The role will also be responsible for creating a high trust value proposition and influence the clients to leverage the product in the best possible manner. Job Description: Interacting with corporate customers on calls / emails (handling already acquired corporate customers with post sales hand-holding and deliverables) • Assisting recruiters and HR professionals in understanding the functionalities of Naukri portal and providing resolutions to their recruitment related queries • Creating a high trust value proposition and making clients understand various service offerings and the functionalities of naukri.com website • Solving queries related to optimum usage of opted services with quality inputs and providing resolution within the defined TAT • Coordinating with other departments on a daily basis and following up with them diligently • Working on different CRMs and reporting tools ensuring productivity and quality standards being met as expected Required Skills: • Excellent verbal and written communication skills • Ability to work independently and under pressure • Comfortable with rotational shifts Perks: • Day Shift • 5 Days working

Manage customer complaints/issues that frontline agents or supervisors cannot resolve. Provide quick, effective, and customer-focused solutions

As an Escalation Desk Specialist, you will play a pivotal role in managing and resolving complex customer issues that require escalated attention. Your primary responsibility will be to provide expert support on calls & emails, ensure timely resolutions and maintain exceptional levels of customer satisfaction. The ideal candidate will possess excellent communication, problem-solving, and interpersonal skills, along with a strong understanding of our products/services and the ability to work collaboratively with cross-functional teams. Escalation Management: Receive, analyze and manage escalated customer queries, complaints, or technical issues via multiple channels, including phone, email and ticketing system. Problem Identification: Identify the root cause of customer concerns, demonstrating a deep understanding of the products/services, processes, and company policies. Prioritization and Resolution: Prioritize escalated cases based on urgency and severity and work diligently to resolve them within defined service level agreements (SLAs). Collaboration: Collaborate with various internal teams, including Lops teams, tech, product development, to escalate complex issues and ensure seamless resolution Customer Advocacy: Serve as a customer advocate, passionately representing the customer's voice and needs within the organization, striving to exceed customer expectations Documentation: Maintain detailed and accurate records of customer interactions, actions taken, and resolutions provided in the designated system Process Improvement: Identify trends or patterns in escalated issues and proactively propose process improvements to prevent future escalations Communication: Communicate effectively and professionally with customers and internal stakeholders, keeping them informed throughout the escalation process Quality Assurance: Ensure adherence to quality standards in handling escalated cases

People / Management To take responsibility for the day-to-day supervision of any direct reports. To delegate tasks as and when appropriate to team members to ensure the effective and efficient running of the department. To develop staff through coaching, advice, and motivational techniques to help the Call Centre and Guest Services teams to maximize customer experience from inbound calls. To hold regular one-to-one meetings and performance reviews with Support Advisors. To quickly identify and address any staffing issues with or between Team Members when appropriate, or on Page 2 refer any such circumstances to the appropriate department or manager for resolution. To performance manage all team members and offer feedback. To foster good relationships with all internal departments and cross-functional teams. To proactively support their manager by suggesting new ideas and questioning thinking where appropriate. To refer to senior team members for advice and support. Attend all department meetings. Attend all staff meetings and training sessions as and when required. To work with other departments on project execution. To deal with guests in a professional manner at all times, acting as a role model for the company values. To comply with Health and Safety rules and regulations and ensure that Call Centre team members do the same. To ensure the Call Centre is fully staffed at all times, in line with the Call Centre hours budget. To ensure monthly timesheets and payroll submissions are completed on time. To report any equipment defects, faults or breakdowns promptly to the relevant department Skills Required The Call Centre Team Leader is expected to have the following specialist skills, knowledge, and experience: Team management experience along with Coaching and communication skills Must be a graduate or higher Speak, read, and write in Hindi and English, Other languages will be added advantage - Able to write and speak confidently and politely, with writing as well as speaking skills. Minimum of 1-year experience as a Team Leader and overall 3 years experience within a contact center environment. Preferably Insurance Industry. Experience in customer services with excellent leadership and communication skills Strong coaching and people-development skills through call listening, quality feedback, etc. Ability to deal with demanding customers and escalations Energetic and motivating individual with Creative thinking Willing to work for 6 days a week and with 9:00 AM 6:00 PM shifts.

Responsibilities Manage required amounts of inbound and outbound calls basis the daily call volume in a timely manner Follow communication scripts” when handling different topics Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives Seize opportunities to retain products when they arise Build sustainable relationships and engage customers by taking the extra mile Keep records of all conversations in our call center database in a comprehensible way Frequently attend coaching and feedback sessions conducted by Team Leader to improve knowledge and performance level Meet personal/team qualitative and quantitative targets. Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures. Updates job knowledge by studying new product descriptions; participating in educational opportunities. Skills Required Minimum 1-year previous experience in a customer support role, preferably in Insurance Industry Strong phone and verbal communication skills along with active listening Familiarity with CRM systems and practices and Ability to multi-task, set priorities and manage time effectively A good understanding of working with KPIs and their basic calculation. Willing to work for 6 days a week and with 9:00 AM – 6:00 PM shifts. University/college degree is required