2 - 4 years
3 - 4 Lacs
Posted:2 days ago|
Platform:
Work from Office
Full Time
1.Manage customer escalations, ensure issue of ownership, action items, and communications are fulfilled.
2.Meet and adhere to Critical SLAs for timely issue resolution.
3. Implement process changes to resolve escalations within agreed timelines.
4. Provide valuable insights on escalations to stakeholders.
5. Utilize available resources to solve complex escalations independently.
6. Execute de-escalation tactics and strategies with team members.
7.Maintain strong follow-up on all assigned cases.
8.Collaborate with other customer support teams to ensure consistent and high-quality support.
9. Identify root causes of customer issues, suggest areas for improvement, and provide feedback to business and development teams.
10. Assist with customer communication during critical launches and support events.
11. Maintain and improve NPS/CSAT scores
Bachelors Degree in any field.
2 years of overall experience with direct experience in customer-facing roles.
Computer literacy with experience using Windows/MS Office, Excel, and CRM management.
Demonstrated advanced proficiency in English language both written and spoken
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