190 Customer Escalation Jobs - Page 8

Hi, Naukri.com is hiring for Customer Support for Noida location. As discussed, please find the mentioned JD for the said role 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

Role & responsibilities : Must have good communication skills Handle clients escalation Coordination with PAN India clients e.g Banks, Retailers Should be good in excel MIS Coordinator Should be bold in following up with clients Specifically looking for a female candidates

Job Title: We are seeking a proactive and empathetic Customer Relationship Executive (HR) to act as the primary point of contact for all HR-related inquiries and concerns within a designated zone. This role involves managing employee relations, addressing grievances, handling emergency situations, and ensuring effective communication between employees and management. The ideal candidate will possess strong interpersonal skills, a deep understanding of HR policies, and the ability to navigate complex situations with discretion and professionalism. Key Responsibilities: Employee Relations & Engagement: Serve as the first point of contact for employees regarding HR-related queries and concerns. Foster positive relationships between employees and management to promote a collaborative work environment. Conduct regular check-ins with employees to gauge satisfaction and address potential issues proactively. Grievance Handling & Conflict Resolution: Receive and document employee grievances, ensuring confidentiality and impartiality. Investigate complaints thoroughly and in a timely manner, collaborating with relevant departments as needed. Mediate conflicts between employees and management, facilitating constructive discussions to reach amicable resolutions. Emergency Response & Escalation Management: Develop and implement protocols for handling emergency situations affecting employees. Coordinate with emergency services and internal departments during critical incidents. Ensure timely communication with affected employees and their families, providing support as necessary. Act as an escalation point for complex or high-priority HR issues, providing expert advice and solutions. Reporting & Documentation: Maintain accurate records of all employee interactions, grievances, and resolutions. Prepare regular reports on HR metrics, including grievance trends and emergency incidents. Present findings and recommendations to senior management for continuous improvement. Qualifications: Bachelors degree in Human Resources, Business Administration, or related field. Proven experience in HR or customer relationship management roles. Strong understanding of labor laws and HR best practices. Excellent communication, interpersonal, and conflict resolution skills. Ability to handle sensitive situations with discretion and professionalism. Proficiency in HR software and Microsoft Office Suite.bp global+1Manatal+1 Desirable Skills: Experience in crisis management and emergency response. Familiarity with grievance management systems. Multilingual abilities to communicate with a diverse workforce. Working Conditions: Full-time position with occasional after-hours availability for emergency situations. Office-based with potential for remote work depending on company policy.

Job Title: Client Retension Executive Experience Required: Minimum 2 years of experience in handling escalations and retension of clients Location: Remote Department: Client Success Reports To: Director Job Summary: We are seeking a results-driven and dynamic Client Retension Executive who can resolve clients disputes and retain clients in the most effective manner. There is no team management responsibility in this role. This role demands expert problem-solving and strong communication. Though this is a remote (Work from Home) job, you must be able to commute to office when there is a requirement. Apart from handling escalations, you will also act in the capacity of a Relationship Manager and strive to generate business through referrals and Upselling. You should be flexible to work as a support staff member in other departments seeking assistance. Key responsibilities: Maintain good client relations by building strong and transparent interpersonal relationship with clients, Receive, analyse, and resolve clients concerns, complaints and disputes, Maintain clear, professional communication with clients throughout the escalation lifecycle, Document all escalations, actions taken, and outcomes in CRM, Analyse trends and root causes to proactively reduce escalation volume and improve processes, Negotiate resolutions and compensation within policy guidelines, ensuring clients satisfaction, Ensure seamless availability during business hours, Coordinate with designated senior officials and follow their instructions carefully and diligently, Solve problems and issues in the most creative and strategic ways, Maintain clients records accurately and UpToDate in the CRM and other places as instructed by the manager, Should be flexible enough to handle other works as assigned by the manager, Should be willing to work outside normal working hours of the company whenever required or instructed by manager. Desired Candidate Profile: Excellent and fast interpersonal relationship building ability Excellent relationship management skills Excellent complaints & disputes handling ability Good English communication (both verbal and written) Problem solving abilities Should be able to work under pressure Benefits: Competitive salary. Opportunities for career growth and development. Remote work option.

Hiring for the position of Sr. Executive CRM (Corporate Relationship Management) Job Description 1. Responsible for developing the corporate customer base for MDIndia Health Insurance Services. 2. Map the territory and maintain a strong pipeline of potential customers. 3. Establish Contacts with key persons at the corporate and understand the current levels of Health Insurance services and needs. 4. Develop strong relationship with Insurance Companies/Brokers. 5. Promptly attending Emails, Phone calls, Whats App messages of Clients. 6. Maintain proper MIS & Internal reports and present it to the management. 7. Ability to work independently, achieve targets and be absolutely result oriented. Skill Required : Excellent Communication Skills. Familiarity with Excel, Power Point, Word and an ability and interest in learning on the job. Candidates from TPA industry will be considered for the requirement. Interested candidates can share their updated resume to ta4@mdindia.com

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.

So, what’s the role all about? The Account Executive is responsible for seeking and maintaining relationships with NiCE Customers, identifying new sales opportunities, and building market share in their regions. This position is required to increase revenue streams within Enterprise accounts. Candidates must reside in Mumbai, India How will you make an impact? Responsible for achieving annual sales quota and personally negotiating Enterprise-wide agreements. Coordinate and lead all sales activities to achieve business goals. Ensure the proposed sales and solutions capitalize on NiCE CxOne's strengths and can be implemented successfully. Establishing new strategic relationships while maintaining existing relationships and analyzing customer’s business situations to identify constraints and new opportunities due to technological advances. Develop and maintain high-level relations with ‘C’levels. Initiate, support, develop and monitor purchasing agreements between NiCE CxOne and the customer. Ability to manage large global accounts through virtual global team team which includes developing account strategy and execution. Have you got what it takes? 20+ years of experience selling multiple software products (portfolio sales) and services into sophisticated accounts in a hunter-type of role. 1+ years selling Conversational AI and or Digital Transformation solutions into enterprise accounts. Superior relationship and client management skills that effectively build trust and credibly manage/resolve customer escalations. Collaborative approach to sales that includes working with multiple groups both internally and externally. Exceptional communication and presentation skills that build confidence and credibility with C and VP-level executives. Inherent self-sufficiency, flexibility, and confidence with a preference for autonomy to take ownership and manage activities & processes to achieve revenue results. You will have an advantage if you also have: Experience/knowledge of CCaaS, CX, and Conversational Ai solutions. Experience/knowledge selling a full suite of SaaS products. What’s in it for you? Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr! Enjoy NiCE-FLEX! At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. Requisition ID: 8186 Reporting into: Sales Director Role Type: Individual Contributor

Hiring – CRM & Escalation Minimum 6 Month Experience English + Regional (Telugu/Kannada/Bengali/Malayalam) Rotational shifts (Females: Day | Males: 24*7) 25K–35K In-Hand 5 Days Working Immediate Joiners Contact: HR Krapanshi 9111762733 Required Candidate profile Minimum 6 months experience in Customer Service & Escalation Strong English communication (written & verbal) Regional language: Telugu / Kannada / Bengali / Malayalam + English Qualification: HSC

Job Description: Responsible to ensure services delivered by Business/ Service partners and their extended arms meet a pre-defined service quality level for Best-in-class customer experience. Able to identify the gaps in process adherence and resolve them in a timely manner to minimize repeat complaints. Also provides the ability to proactively diagnose and resolve service quality issues through Root Cause Analysis thus ensuring No repeat complaints before customers are impacted. This role requires to lead from front to partnering with the Outsourced Partners and Cross Functional Teams to develop a Service Recovery Roadmap. Should have in depth knowledge of Complaint Management, Escalation Management, Performance Management, RCA, Service Level Agreement (SLA), Monitoring and Trouble Ticket Management. Is also responsible to ensure timely closure. Customer Service Delivery Representative Responsibilities: Responding promptly to customer inquiries/ complaints as per SLA defined Communicating with customers through various channels (Voice / Non-Voice). Knowing our products inside and out so that you can answer questions. Keeping records of customer interactions, transactions, comments, and complaints. Communicating and coordinating with different departments for closure of complaints Providing feedback on the efficiency of the customer experience process. Desired Candidate Profile 7 years+ relevant experience of supporting service delivery function by seeking opportunities for process improvements to positively impact productivity. Should also have relevant experience of working with the relevant stakeholders to ensure the execution and delivery of the role Perks and Benefits 6 days working Only Delhi NCR candidate preferred

Role Overview: We are seeking an experienced and technically astute Supportability Manager Product Support Engineering. This critical role serves as the primary interface between our customer-facing Product Support teams and our Engineering/Product teams. The position demands a blend of deep technical analysis, strong cross-functional collaboration, and customer empathy. You will lead a team of supportability engineers with extensive domain knowledge, who are responsible for root cause analysis, reproducing complex issues, and providing crucial insights to Engineering and Product teams for sustainable fixes and product enhancements WHAT YOU WILL BE DOING Lead the supportability function, managing escalated technical issues that require in-depth analysis and reporting. Bridge the gap between Technical Product Support (L1–L3) and Engineering/Product, ensuring a timely, accurate, and complete information flow Take ownership of Root Cause Analysis (RCA) and post-mortem reports for complex customer issues and escalations. Collaborate with Engineering to influence bug prioritization, technical debt resolution, and product enhancements based on customer pain points. Maintain a robust feedback loop with Product Management, highlighting recurring issues and advocating for roadmap adjustments. Ensure a consistent process for the reproduction, debugging, and documentation of critical issues, facilitating knowledge transfer to both Support and Engineering teams. Recruit , mentor, and manage a high-performing supportability team with strong technical acumen across Saviynt's modules (IGA, PAM, CPAM, Application Access Governance, etc.) Define and monitor key metrics for case handling, resolution time, and inter-team hand-offs. Contribute to automation and tooling initiatives aimed at improving productivity and reducing Mean Time To Resolution (MTTR). Serve as the escalation point for high-severity or sensitive cases, working directly with Customer Support Leadership and Engineering stakeholders. WHAT YOU BRING 10+ years of experience in Technical Support, Product Engineering, or similar customer-facing technical roles, with a preference for experience in SaaS, Identity Governance, or Cybersecurity domains . Strong understanding of Saviynt architecture or comparable IGA/PAM platforms.Proven experience managing or leading technical teams focused on supportability or sustaining engineering. Exposure to enterprise customer environments (cloud, hybrid, on-prem) and the ability to navigate complex architectures. Understanding of debugging, log analysis, performance troubleshooting, and root cause identification. Excellent communication skills for engaging with internal stakeholders, including Engineering, Product Managers, Support teams, and Customers. Demonstrated ability to effectively manage priorities across multiple high-impact issues under pressure. Experience with tools such as JIRA, Confluence, Splunk, Datadog, and Postman is a plus. Bachelor 's degree in Computer Science, Engineering, or a related technical field. A Master’s degree is preferred

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.

Role & responsibilities Handle Escalated Complaints Coordinate Internally Ensure Timely Resolution Root Cause Analysis Customer Communication Documentation Feedback & Reporting

Role & responsibilities Resolve International customer queries Over Chat. Identify and assess customers needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication. Provide accurate, valid and complete information by using the right methods/tools. Meet personal/customer service team sales targets and Chat handling quotas. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Follow communication procedures, guidelines and policies. Preferred candidate profile Proven customer support experience or experience as a Client Service Representative. 35+ WPM Typing speed with 90+ Accuracy. Familiarity with CRM systems and practices. Customer orientation and ability to adapt/respond to different types of characters. Excellent communication and presentation skills. Ability to multi-task, prioritize, and manage time effectively. Perks and benefits Salary Up to 4.33 LPA ( Salary is totally depend over Experience ) Both side cab Loyalty Bonus Incentives For Any Further Query & for Active Response share me your updated CV over WhatsApp :- Aditya Choudhary (HR)- 8920936468 (Share CV on Whatsapp No Calls)(aditya.choudhary1@techmahindra.com)

About Loadshare: LoadShare is one of India’s most innovative and resilient logistics platforms, transforming how goods move across the country. Founded in 2017, we’ve grown to become a pan-India, multi-category last-mile network with a unique presence in both Tier 1 metros and deep Tier 2/3 towns. What sets us apart: • Scale with depth: We handle ~400K deliveries/day across food, e-commerce (B2C), B2B retail, and digital commerce, powered by a 20,000+ rider network. • Strong financials, stronger ambition: With 430 Cr in FY25 revenue and support from global investors (Tiger Global, Matrix, BII, Stellaris, BeeNext), we have a long runway and a path to profitability. • Dual-engine model: We not only operate India’s most flexible last-mile delivery network, but also license our in-house logistics tech platform that processes an additional 20 lac orders/day — one of the few in India to enable asset cross-utilization across verticals. • Strategic partner to India’s digital economy: We work with every major digital commerce player (ecomm, quick commerce, food, mobility) , and are expanding wallet share and capabilities within existing giants while co-creating new models with emerging platforms and brands. • Built to scale profitably: We’re not chasing GMV at all costs. We’re building the most capital-efficient, tech-enabled logistics engine in the country. We’re now building for our next phase: a 5X scale-up over the next 5 years, anchored in sharper client focus, deeper solutions, and new growth engines. Founders/ Founding team: Raghu Talluri (CEO) - Formerly at Myntra, McKinsey Pramod Nair (CTO) - Formerly at Freecharge, Snapdeal, MartMobi Rakib Ahmed (Co Founder, Head EComm/ Trucking/Warehousing)- Formerly at ICICI Prudential, Co founder Lunate Eco Overall 500+ employees on roll About the Role: The role is part of managing the central control tower team. This team is responsible for monitoring performance, audit & governance, internal & external stakeholder management, driving customer excellence and driving business growth. Desired Skill Set : Preferred To Have Experience In E-commerce Industry. High level of interest in learning new things. Strong interpersonal and communication skills. Proactive and self-driven with a great sense of ownership, Go getter attitude. Strong problem solving & Prioritization skills with an eye for detail . Good in negotiation and persuasion. Roles and Responsibilities Roles & Responsibilities: Owns and manages the customer experience for E-Commerce clients. Adherence of all audit and compliance norms as per client requirements. Manages the end to end shipment process in compliance with all company procedures. Own all customer escalations by facilitating them for their timely and effective closure within the defined timelines. Actively creating and implementing best practice logistics principles, policies, and processes across the organization to enhance operational and financial performance. Actively supporting new business initiatives and projects, contributing to review meetings and change processes to ensure effective logistics implementation. Leading, coaching, and developing a high-performing team focused on meeting agreed objectives and driving continuous improvements. Stay up-to-date with internal and external developments and suggest new ways to increase contribution margins, reduce pilferage and increase efficiency. Explore expansion opportunities and lead discussions with Loadshare customers. Publish regular insights reports to measure and track KPIs against benchmarks. Lead analytics presentations to business stakeholders. Create customer performance dashboards and present RCA of performance metrics, per customer, that are failing for service intervention Leverage CX data to identify opportunities to improve customer service and customer experience. Manage PnL and revenue growth, identifying customer leads and market opportunities to achieve GM/CM targets. Strong on people management skills as this role involves handling direct reportees.

Hiring: International Voice Process Customer Support (International BPO) Location: Gurugram & Jaipur (Work from Office) Shift Timings: US Rotational Shifts (24x7) Working Days: 5 Days a Week (2 Rotational Offs) Transport: 2-Way Cab Facility Joiners: Only Immediate Joiners will be considered Eligibility Criteria: Freshers or Minimum 6months' experience in Voice - Customer Support Freshers with excellent communication skills can also apply Salary: Up to 30k CTC Key Skills Required: Customer Handling and Inbound Call Management Understanding of CSAT, AHT, and BPO Metrics Excellent verbal communication in English Ability to deliver results under pressure Contact for Further Details: Zainab: 9251688430