Customer Success Manager

Hiring for Client - Customer Resolution Specialist

About the Role: We are looking for a proactive and empathetic Customer Resolution Specialist to join our Customer Support team. In this role, you will be responsible for handling escalated customer inquiries and complaints, investigating complex issues, and ensuring timely and effective resolution. You will act as the main point of contact for resolving challenging customer concerns and will collaborate with internal teams to deliver an exceptional customer experience.

Key Responsibilities:

• Handle escalated customer complaints or complex inquiries through various channels (phone, email, chat, or social media).
• Investigate and analyze customer issues, identify root causes, and provide appropriate solutions within defined service levels.
• Document customer interactions, resolutions, and feedback accurately in the CRM system.
• Coordinate with other departments (Operations, Sales, Technical Support, Product) to resolve issues effectively and prevent recurrence.
• Follow up with customers to ensure issues are fully resolved and customers are satisfied.
• Maintain up-to-date knowledge of company products, policies, and procedures.
• Identify trends in customer issues and suggest process improvements to enhance the overall customer experience.
• Support training and mentoring of junior support staff in handling escalations.
• Maintain professionalism and empathy in all customer interactions, even under challenging circumstances.
• Meet or exceed individual and team KPIs related to resolution time, customer satisfaction, and quality standards.

Requirements:

• Bachelor’s degree in Business Administration, Communications, or a related field (preferred but not mandatory).
• Proven experience (2–4 years) in customer service, complaint handling, or escalation management.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to handle difficult conversations with professionalism and empathy.
• Ability to multitask, prioritize, and manage time effectively.
• Flexible to work in shifts or extended hours if required.

Interested candidates can share resume at fahadkazmi.hr@gmail.com

Job Type: Full-time

Pay: ₹400,000.00 - ₹500,000.00 per year

Schedule:

• Day shift

Work Location: In person

Speak with the employer
+91 8800441146