190 Customer Escalation Jobs - Page 2

Meeting with clients to discuss complaints and offer solutions to any problems they may be experiencing with their current service providers Documenting all activities related to each complaint for easy reference in future conversations with the customer Taking detailed notes during conversations with clients to ensure all important details are included in the case file Working with legal staff to investigate allegations of illegal activity or misconduct by company employees Coordinating with other departments such as human resources, accounting, and operations to ensure that a complaint is resolved satisfactorily Following up with customers to ensure that they are satisfied with the resolution of their complaint Resolving customer complaints quickly and efficiently with great attention to detail To oversee the Priory complaints process to include determination of whether legal advice is required on issues relating to complaints. Initiate process improvement initiatives across key customer impacting areas. Provide standardized and consistent information of complaints. Act as a centralized desk and be the SPOC for all concerns received from customers, clients, or other stakeholders To oversee the Priory complaints process to include determination of whether legal advice is required on issues relating to complaints To assist in the development and maintenance of systems for the management and administration of complaints To assist in the development and management of procedures and policies for complaints To develop and deliver education and training in relation to complaints management Day-to-day management of the team in their role of ensuring that all new complaints received centrally (via post, email, head office, telephone calls or from external bodies e.g. solicitors, regulatory bodies etc.) are assigned for investigation and response by the relevant Service Manager in an effective andtimely manner. Facilitating the monitoring and accurate recording of all complaints received, monitoring investigation/response deadlines (and reporting on same) by seeking regular updates from Service

Role & responsibilities To Handle L2 & L3 Escalation experience Preferred candidate profile L3 & L4 Escalation Experience Mandatory Feel free to connect with me Contact: 7400305311 Mail: abhaY1@hexaware.com

Serve as 1st Level of Escalation for Queries for Staff Check Individual Productivity & Accuracy Numbers updated in database Skills- Strong Communication/ Data Analytics Delivery of service level components, quality and productivity targets as per QEM

The Escalation Officer is responsible for handling and resolving customer/partner escalations efficiently, ensuring timely communication, and coordinating with internal teams to deliver effective solutions. The role requires strong problem-solving, communication, and stakeholder management skills to maintain customer satisfaction and protect business interests. Key Responsibilities: • Act as the primary point of contact for escalated issues. • Analyze problems, identify root causes, and coordinate resolutions. • Liaise with internal teams (sales, operations, support) to close escalations on time. • Maintain records of escalations and prepare reports for management. • Ensure customer concerns are addressed with professionalism and urgency. Requirements : • Bachelors degree or equivalent experience. • 9-10years’ experience in customer service, operations, or escalation management. • Strong communication, negotiation, and conflict-resolution skills. • Ability to work under pressure and handle critical situations.

Experience: 5 to 6 Experience. Operate, Maintain, Manage, and Improvenetworkinfrastructure. Coordination with customer & Vendors fornetworkrelated problems and providing Remedies, Root Cause Analysis of Faults. Work closely with team members to provide quick support & error free environment in close cooperation with L1 &L2Level support Network Switching (VLAN, VTP, Ether Channel) / Routing experience (OSPF, BGP) Experience on LB (AVI Preferred) Knowledge of ACI Fabric & Nexus 9K NMS tool experience. Monitoring operation troubleshooting and Implementation in Dell TOR (Nutanix) switches and FX2 chassis Report generation, preparation. CCNA certified Handling Customer escalations Coordinating with all the other teams for network related issues and traffic flow. 5-6 Yrs experience in the domain B.E / Btech.

Duties and Responsibilities 1)Responsible for sales activities through call-center for Banking / non-banking products 2)Campaign management for call-centre. 3)Data Management & Vendor management. 4)Managing growth and profitability of Personal Loan &Telebinding Channel in PLCS 5)COA management 6)Conceptualize and develop promotional campaigns for all the channels 7)Drive call centre team to achieve sales targets and conduct regular reviews with team to ensure business plan is executed. 8)Measure productivity and implement training measures to bridge the gap to achieve required productivity 9)Initiate and lead various process enhancement and system development projects for both the channels 10)Identify process improvement areas and re-engineer the existing processes to bring efficiency & reduce cost 11)Monitoring performance and suggest corrective action for: Key business metrics Product and portfolio performance Employee Call Centre teams productivity Compliance, policies, guidelines & processes 12)Resolve all customer escalation and queries related to both the channelsSystems Understanding & Data Analysis: 13)Understanding of CRM & lending system - Salesforce.com / UNICA 14)Understanding of campaign management in Dialer 15)Data extraction from various sources like UNICA / Salesforce and analysis in congruence with the business requirements 16)Tracking all important matrix of business on regular basis 17)Initiate request and coordinate with IT & COE for any new requirement related to system enhancement 18)Need to have excellent excel and PowerPoint

Customer Service Exp- Min 2 yrs Package- upto 30-33k inhand Noida Skills- Good communication skills, Problem Solving,Query resolution. Anushika 9211073262 anushika.imaginators@gmail.com

Duties and Responsibilities 1)Responsible for sales activities through call-center for Banking / non-banking products 2)Campaign management for call-centre. 3)Data Management & Vendor management. 4)Managing growth and profitability of Personal Loan &Telebinding Channel in PLCS 5)COA management 6)Conceptualize and develop promotional campaigns for all the channels 7)Drive call centre team to achieve sales targets and conduct regular reviews with team to ensure business plan is executed. 8)Measure productivity and implement training measures to bridge the gap to achieve required productivity 9)Initiate and lead various process enhancement and system development projects for both the channels 10)Identify process improvement areas and re-engineer the existing processes to bring efficiency & reduce cost 11)Monitoring performance and suggest corrective action for: Key business metrics Product and portfolio performance Employee Call Centre teams productivity Compliance, policies, guidelines & processes 12)Resolve all customer escalation and queries related to both the channelsSystems Understanding & Data Analysis:13)Understanding of CRM & lending system - Salesforce.com / UNICA14)Understanding of campaign management in Dialer 15)Data extraction from various sources like UNICA / Salesforce and analysis in congruence with the business requirements16)Tracking all important matrix of business on regular basis17)Initiate request and coordinate with IT & COE for any new requirement related to system enhancement18)Need to have excellent excel and PowerPoint s Required Qualifications and Experience 1)Responsible for sales activities through call-center for Banking / non-banking products 2)Campaign management for call-centre.3)Data Management & Vendor management.4)Managing growth and profitability of Personal Loan &Telebinding Channel in PLCS5)COA management 6)Conceptualize and develop promotional campaigns for all the channels7)Drive call centre team to achieve sales targets and conduct regular reviews with team to ensure business plan is executed. 8)Measure productivity and implement training measures to bridge the gap to achieve required productivity9)Initiate and lead various process enhancement and system development projects for both the channels10)Identify process improvement areas and re-engineer the existing processes to bring efficiency & reduce cost11)Monitoring performance and suggest corrective action for: Key business metrics Product and portfolio performance Employee Call Centre teams productivity Compliance, policies, guidelines & processes 12)Resolve all customer escalation and queries related to both the channelsSystems Understanding & Data Analysis:13)Understanding of CRM & lending system - Salesforce.com / UNICA14)Understanding of campaign management in Dialer 15)Data extraction from various sources like UNICA / Salesforce and analysis in congruence with the business requirements16)Tracking all important matrix of business on regular basis17)Initiate request and coordinate with IT & COE for any new requirement related to system enhancement18)Need to have excellent excel and PowerPoint s

Develop and execute support strategies aligned with business goals. Lead and mentor a high-performing team (managers, team leads, and agents). Oversee support operations across voice, email, chat, and ticketing systems. Define and track KPIs/SLAs to ensure high-quality service delivery. Drive continuous improvement in processes, tools, and knowledge sharing. Handle customer escalations and ensure timely resolution. Collaborate with cross-functional teams to advocate customer needs. Manage recruitment, performance, and development within the support team.

In excel candidate should be good at pivot tables, vlookup ,hlookup conditional formatting and using filters Excellent in English email drafting 5 days a week hybrid model-3 days office& 2 days wfh Interested candidates plz call on 9267953621/9871818500

As a Management Intern, you will hit the ground running and take on many of the same tasks as our Management Trainees. During this paid internship, you will be immersed in various aspects of running a successful business, allowing you to enhance your entrepreneurial skills. You will be actively involved in managing a fleet of upgraded clients" businesses, learning firsthand how to cater to their needs and ensuring their satisfaction. Through hands-on experience, you will develop strategies for marketing, sales, and back-office task handling. Additionally, you will have the opportunity to cultivate business-to-business relationships, further enhancing your professional skills. We are seeking ambitious, customer-focused, adaptable, and fun-loving candidates to join our team. Working at Enterprise requires individuals who embody these qualities, as this internship will provide a unique opportunity to gain practical experience that goes beyond just adding a line to your resume. Eligibility Criteria: - Good Communication Skills - Ability to adapt in any climatic condition and environment - Proficiency in escalating customer needs - Certification from our Management Personnel Benefits: - Access to Job Opportunities - Enhancement of Business Handling Capabilities - Opportunity to participate in Market Strategy Building - Gain Valid Work Experience Join us as a Management Intern and set yourself apart from the crowd while acquiring valuable skills and experiences that will benefit your future career endeavors.,

About The Role - Grade Specific Key Responsibilities and Tasks Managing the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis. Act as a bridge between customers, support teams, and other stakeholders (product, engineering, etc.). . Ability to lead investigations for major incidents keeping all the stakeholders updated as necessary. You will follow the escalation process, including ticket assignment, tracking, and communicating the status of escalated cases while identifying areas for improvement in the escalation process and implementing changes to enhance efficiency. Investigate the underlying causes of escalated issues and work towards permanent solutions. Monitor customer satisfaction, feedback, and trends, and report on the performance of the escalation process to ensure support continues to provide the best internal and customer experience possible for escalated incidents. Skills and Qualifications 7+ years of experience handling customer escalations or working in a customer-facing support role in fast paced software/technology environments. Ability to communicate effectively with customers and other stakeholders. Experience working with relevant tooling including ticketing systems such as Zendesk and ServiceNow, and dashboard tools such as Zendesk Explore and Tableau.

Responsibilities: Responsible for the day-to-day supervision of a group of agents. Work monitoring as per organization policy. Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery. Identify performance-related issues, develop an action plan for improvement and implement corrective actions. Ensure service delivered to our customers meets Key Performance Indicator (KPIs). Communicate expectations to employees and provide timely updates. Provide subject matter expertise in handling escalations as needed. Conduct Team Meetings & briefings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities. Stay current on internal work processes, policies and procedures. Requirements: Educational Qualification: Graduation. At least 5 years of working experience in a customer service environment of which 1 year must have been in a supervisor role. Hands-on experience with managing a team of +15 agents. Highly motivated individual with skills to develop and coach team members to achieve performance expectations. Work well under pressure and follow through on items to completion. Strong oral and written communication skills. Ability to lead team members, multi-tasking, prioritizations and meeting timelines of deliverables. Ability to mentor, coach and provide direction to team members. Willingness to work in a flexible schedule.

Hiring For Customer Service Resolution Associate Profile (Graduation Mandatory) Skill- Customer Service, Voice Process, Resolution Exp, Escalation Exp, Dispute Compliance Exp- 2-5 Years In Customer Service Resolution Salary Upto-33K In Hand Location- Noida Day Shifts // No Cabs Anushika 9211073262 anushika.imaginators@gmail.com

Job description: Team Lead & SME - Social Media Escalations (Non-Voice) Location: Bangalore Salary: 3.5 LPA to 4.5 LPA Working days: 6 days a week with rotational off Experience required: Prior experience in social media compliance or escalations (non-voice) is mandatory. Contact: Charlie HR - 7330616341 (Only WhatsApp Mention for which role your applying social media TL OR SME) Joiner preference: Immediate joiners only. Overview We are seeking a highly experienced and motivated individual to join our team in Bangalore as a Team Lead and Subject Matter Expert (SME) for Social Media Escalations. The successful candidate will be responsible for overseeing a team of specialists who handle and resolve complex and sensitive customer issues that come through various social media platforms. This is a non-voice role, so strong written communication and problem-solving skills are essential. Roles and responsibilitiesTeam leadership: Manage, mentor, and motivate a team of social media escalation specialists to achieve performance targets. Conduct regular team meetings to discuss updates, feedback, and performance. Monitor team performance metrics, such as resolution time and customer satisfaction scores, to identify areas for improvement. Create and manage team schedules to ensure adequate coverage and adherence to service-level agreements (SLAs). Subject Matter Expertise (SME): Serve as the final escalation point for critical customer issues and ensure swift and effective resolution. Maintain a deep understanding of company policies and compliance standards related to social media interactions. Conduct root-cause analysis on recurring issues and collaborate with management and other teams to implement process improvements. Stay updated on social media platforms' guidelines and best practices for customer service. Escalation and resolution: Oversee the handling of complex and escalated customer issues received via social media channels, including Twitter, Facebook, and Instagram. Develop and implement clear procedures for handling different types of escalations, including VIP, regulatory, and legal matters. Provide timely, professional, and empathetic written responses to customer inquiries. Collaborate with cross-functional teams, such as legal, marketing, and product, to resolve issues. Compliance and reporting: Ensure that all social media interactions adhere to company policies and regulatory guidelines. Maintain accurate and detailed records of all social media interactions and their resolutions. Prepare and present performance reports on escalation trends and resolution metrics to management. Use social listening tools to monitor brand sentiment and proactively address potential issues. Desired candidate profile Must be an immediate joiner. Proven experience in a social media compliance, moderation, or escalation role (non-voice) is mandatory. Strong experience in a team lead or supervisory capacity within a customer service environment. Excellent written communication, problem-solving, and conflict-resolution skills. Familiarity with various social media platforms and experience using social media management or CRM tools. Ability to work effectively under pressure and handle sensitive customer issues with maturity and confidentiality. Must be open to working six days a week with a rotational day off.

Job Description ( CRM - Client Servicing) Communicating with clients via phone calls, emails, or in-person . Identifying and resolving client queries Maintaining a detailed and accurate record of all client details and communications Building and maintaining long-lasting business relationships with clients Ensuring to respond to client queries in a professional and timely manner Assisting in the hiring process and providing necessary guidance to the team members and new recruits Providing clients with relevant information on the products and services offered by the company Identifying and making promotional/marketing offers to potential clients Achieving the monthly/yearly revenue targets Performing on-site sales visits Drafting and negotiating the terms and conditions mentioned in the client service agreement Open to travel. Interested candidates can share their updated resume to recrutiment1@mdindia.com

HIRING FOR INTERNATIONAL CUSTOMER SERVICE Fresher can apply UG+6 months exp(customer service) Package -Upto 3LPA Excellent communication skills Ping on 8448388768 (Sakshi) sakshitiwari.img@gmail.com

HIRING FOR INTERNATIONAL CUSTOMER SERVICE Fresher can apply UG+6 months exp(customer service) Package -Upto 3LPA Excellent communication skills 24*7 shift cab&shuttle Ping on 8448388768 (Sakshi) sakshitiwari.img@gmail.com

Profile- Customer service Exp- min 2yrs Package -Upto 30-33k Qualification- Graduates only Day shifts Anushika 9211073262

Assistant manager (Escalation Lead)

To safeguard the interest of our esteemed customers and provide strong & robust support to our policyholders, the user will lead on the management of complaints and resolution of complex customer issues for services The key purpose of the role is to provide an excellent service to customers who have complaints or complex/escalated issues primarily through ensuring that concerns are fully understood and addressed comprehensively and quickly in a way that is positive and helpful for customers, minimizing further issues. The Job holder will be Responsible for : Managing the customer queries, complaints, and resolution of their issues. Engaging with field teams and internal sales hierarchy for the resolution of key issues Engaging with the Bank relationship manager and central team for various customer issues Doing the RCA for various customer queries, complaints, and interactions with customers. Working on reduction of customer queries and complaints. Working with internal departments to reduce TATs for various transactions To support the regular identification and sharing of lessons learned from complaints, Members Enquiries, and complex/ escalated issues which can be used for service improvement Managing Customer complaints ; Servicing delays like payouts, premium allocation, annuity payouts, policy pack issues, SI related issues etc Regular Connect with field team, bank and senior management Seamless handling of system enhancements and process improvement initiatives. Pocess reengineering and improvement initiatives Report any operational risk or operational risk loss to the line manager immediately (who is required to timely report to Operational Risk Coordinator) if the jobholder becomes aware of emerging or inadequately controlled operational risk or identify an operational risk loss.

Assistant manager (Escalation Lead)

Role & responsibilities Supporting all transactional tasks of the TE Order-to-Cash Process playing a key role in the whole business success. The team will support in the background the whole Customer Service Organization, intercompany business. To deliver extraordinary customer experience: As a customer facing function we always need to ensure that each and every customer turns into a promoter of TE. We need to fulfill the demanding nature of our customers and exceed their expectations by delivering extra ordinary customer experience on every inquiry. Creating a network with support functions and acting in accordance with TE Values to meet our objective of ECE. Delivering swift results to exceed expectations. Order Management - Entry of paper/fax customer purchase orders into TE SAP order management system. Completely and accurately enter all relevant purchase order data elements including part numbers, shipping and billing information, and any special instructions. Orders are to be created per documented work instructions. Utilize TE Knowledge Base to resolve technical/procedural issues while doing the daily task. Quotations Receive inbound quotation requests from customer and sales. Generate standard quotes using TE SAP System. Send quotes via email to customers and sales. Backlog Management/Order Changes Work with Material Planners and controllers and internal support functions to manage and cater to customer requests on better delivery dates. Make changes to existing sales orders in TE SAP System based on requests from CCP, Customers and Sales. Utilize knowledge base to understand individual customer contractual conditions for change orders. Make decisions on accepting, rejecting or modifying requests for change orders. Focus on getting deliveries cut for Orders that are past due on our systems at the earliest. Support of e-commerce systems including forecasting customer demand, update customer website with information and reports generated from TE SAP System Returns Receive return requests from Quality/Sales/customer. Generate RE Order in the system and create a CR after validating all the essentials of the material that is being returned by a customer for various reasons. Cross trainings : Learning and supporting all the transactions within the region/cross region. Innovation : Challenge self to develop new and improved ideas for all that we do. Experience/Skills Required: Customer centric. Excellent communication skills. Communicate with end customers via various channels such as telephone, email and chat (inquiries) to resolve technical questions and propose options and solutions. Detail oriented Strong organization and time management skills Ability to learn quickly and provide complete floor support Fluent in business communication. Proficiency on MS Office suite Flexibility and ability to multi-task required. Experience in a business to business environment required Ability to work in non-standard shifts and other teams Ability to think logically and act smartly to drive desired results

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: SailPoint Identity Mgmt and Governance. Experience: 5-8 Years.

Dear Candidate, As discussed, Im sharing Job Description of Escalation Manager and company details below: Location Airoli (Navi Mumbai) Notice Period Immediate Joiner / 30 days Experience 3+ Yrs Shift - 24*7 (Rotational) Escalation Manager, or Incident Manager with a strong background in Data Centre operations or Internet Service Provider (ISP) environments. The ideal candidate should have demonstrated experience in managing large-scale service desk operations, handling high-severity incidents, and overseeing escalation processes in mission-critical infrastructure environments. Exposure to ITIL practices, 24x7 operational support models, and service assurance within Data Centres or ISPs is highly preferred. We are seeking a proactive and experienced Escalation Engineer to join our team at eClerx, a leading Internet Service Provider. The ideal candidate will be responsible for managing and resolving high- priority customer issues, service disruptions, and internal escalations in a timely and professional manner. This role requires excellent cross-functional collaboration, customer communication, root cause analysis, and continuous improvement mindset to enhance service reliability and customer satisfaction. Key Responsibilities: Act as the primary point of contact for escalated customer issues, ensuring timely acknowledgment, investigation, and resolution. Engaging with NOC team leads and supervisors (Transport; E-IP) as needed to provide white gloved experience to strategic customers. Coordinate across internal teams (e.g., Network Operations, Field Engineering, Customer Support, Billing) to drive quick resolution of service-impacting issues. Lead incident response for major outages or critical service degradations; provide real-time updates to stakeholders and customers. Analyse incidence summary and identify root cause analysis (RCA) for recurring issues and work with relevant teams to implement corrective and preventive actions. Track, document, and report escalation trends, outcomes, and improvements to senior leadership. Maintain escalation response playbooks, SLAs, and protocols to ensure consistent and effective handling of critical issues. Collaborate with customer success and account management teams to maintain high customer satisfaction and retain key accounts. Identify and drive improvements in support processes, documentation, and cross-team communication to reduce escalations over time. Prepare post-incident reports and presentations for internal review and external communication as needed. Qualifications: Bachelors degree in Information Technology, Telecommunications, Engineering, or related field. 3 to 5 years of experience in technical support, service delivery or network operations, preferably in the ISP or telecom industry. Proven experience handling escalations and leading cross-functional resolution efforts under pressure. Ability to defuse and calm intensified situations Attention to detail to ensure proper dissemination of internal and external communication Update and clean up tickets as needed Strong understanding of ISP infrastructure, broadband technologies, and network troubleshooting principles. Excellent verbal and written communication skills; ability to communicate complex technical issues to non-technical stakeholders. Strong analytical and problem-solving abilities with a customer-first mindset. Experience with incident management tools, ticketing systems, and escalation tracking dashboards. ITIL or related service management certification is a plus. Milki Bisht| 9151206474 Email id milki.bisht@nlbtech.in