170 Escalation Handling Jobs

Acknowledge & confirm client payments (Razorpay, Cashfree, Bank) Update CRM with accurate payment status Send timely payment confirmations & GST invoices Follow SOPs for invoicing & reconciliations Handle escalations & suggest process improvement Required Candidate profile Strong email skills Detail-oriented, accurate & compliant Knowledge of GST, TDS, invoicing & reconciliations CRM & payment gateway proficiency Client-focused & solver Inter CA/B.Com/M.Com/MBA Perks and benefits Incentives

Your role as a Junior Project Coordinator at Magnon Group will involve the following responsibilities: - Allocate projects effectively to the team - Manage the capacity of the team efficiently - Lead and supervise the team members - Monitor and ensure timely execution of projects - Meet and exceed Key Performance Indicators (KPIs) - Proactively forecast and address project-related issues - Communicate effectively with various stakeholders - Handle escalations professionally - Conduct in-depth analysis to identify Root Cause Analysis (RCA) and Action Items (AIs) - Analyze and interpret numerical data - Prepare detailed reports for project evaluation - Summarize and distribute Minutes of Meetings (MoMs) after discussions - Collaborate closely with clients to provide effective solutions - Take a proactive approach towards project management and process improvement Candidate Profile: - Must be proactive, well-coordinated, and efficient in task planning - Possess excellent written and verbal communication skills - Confident and empathetic listener - Display a pleasing personality, openness to feedback, and a positive attitude towards the role About Magnon Group: Magnon is a prominent advertising, digital, and marketing-performance agency within India. As a part of the Fortune 200 global media corporation - Omnicom Group (NYSE: OMC), Magnon has a workforce of over 400 professionals spread across offices in Delhi, Mumbai, and Bangalore. The Group comprises award-winning agencies - magnon designory, magnon eg+, and magnon sancus, offering comprehensive marketing solutions to global and Indian clients. With expertise in advertising, digital, social media, creative production, media services, localization, linguistics, and marketing solutions outsourcing labs, Magnon collaborates with renowned brands worldwide, spanning five continents, including several Global 500 companies.,

As a Site Supervisor at our company, you will be responsible for managing day-to-day operations of the facility and overseeing projects to completion. Your duties will include setting project goals, tracking assignments, and managing snag work within stipulated timelines. You will also be required to coordinate with relevant personnel for sign-offs, guide workers, ensure quality and quantity of production, and arrange necessary materials, machines, tools, and components. Key Responsibilities: - Manage day-to-day operations and oversee projects - Set project goals and track assignments - Coordinate for sign-offs and guide workers - Ensure quality and quantity of production - Arrange necessary materials, machines, tools, and components - Assign vendors for different jobs after obtaining quotations - Attend project meetings and coordinate with logistics department - Handle escalations according to escalation matrix - Obtain approvals from seniors Qualifications Required: - Relevant experience in commercial interior projects - Experience in interiors, MEP, and knowledge of HVAC preferred - Bachelor's degree preferred The company is looking for someone who can reliably commute to the work location in Ahmedabad, Gujarat. If you are a proactive individual with experience in commercial interior projects and possess the required qualifications, we encourage you to apply for this full-time position.,

Experience: 3-7 years in Real Estate (preferred) Department: Customer Relations Role Category: CRM / Customer Service Opening : 2 nos Role Overview: The Customer Relationship Manager (CRM) will be responsible for building and maintaining strong relationships with customers throughout their property purchase journey. The role requires managing client interactions, handling queries, coordinating with internal teams, ensuring timely documentation, and providing end-to-end support to enhance customer satisfaction and loyalty. Key Responsibilities: Act as the primary point of contact for customers post-sales till possession and beyond. Manage the entire customer lifecycle from agreement execution, payments, loan coordination, registration, to possession. Maintain accurate and updated customer records in CRM systems. Handle customer queries, concerns, and escalations promptly and professionally. Coordinate with Sales, Accounts, Legal, Projects, and other departments to ensure smooth processing of customer requirements. Ensure timely demand letters, receipts, NOCs, possession letters, and other documentation are shared with customers. Support customers in bank loan processing and registration formalities. Conduct regular follow-ups with customers regarding payments and project updates. Manage customer communications emails, calls, newsletters, and project updates. Work on customer satisfaction initiatives and handle feedback to improve service standards. Organize customer meets, handover ceremonies, and engagement programs. Skills & Competencies Required: Strong communication and interpersonal skills. Customer-centric approach with problem-solving attitude. Good knowledge of real estate documentation and processes. Ability to coordinate across multiple departments. Proficiency in MS Office and CRM software. Negotiation and conflict resolution skills. Fluency in English, Hindi, and local language (Kannada/Telugu preferred). Qualifications: Graduate / Post-Graduate (MBA preferred) in Marketing / Business Administration or related field. 3-7 years of experience in Customer Relationship Management, preferably in the Real Estate sector. Compensation: Salary: Best in the industry, commensurate with experience.

RESPONSIBILITIES: Escalation management executive to Grievance escalations. Manage and resolve customer complaints and issues promptly and effectively. Communicate with customers via phone, email, and social media, ensuring a professional and empathetic approach. Required Candidate profile Min2-3 yrs of experience in escalation management. Bachelor's degree Proven experience in handling high-pressure situations and managing difficult customers.

As a NOC Manager, you will be responsible for overseeing the daily operations of the Network Operations Center to ensure optimal performance, availability, and security of network systems. Your role will involve managing a team of NOC engineers, coordinating incident response, and implementing proactive monitoring strategies to minimize downtime and maintain service quality. You should have a strong command over enterprise-grade NOC operations, network monitoring, escalation handling, ISP/cloud coordination, and resilience design. Additionally, experience in managing hybrid network infrastructure with high availability and performance SLAs is required. Key Responsibilities: - Lead and manage the NOC team to monitor, troubleshoot, and resolve network and system issues. - Ensure 24/7 operational coverage and timely response to incidents and outages. - Develop and maintain standard operating procedures (SOPs) for incident management and escalation. - Collaborate with IT, cybersecurity, and infrastructure teams to ensure network reliability and security. - Analyze performance metrics and generate reports on network health and incident trends. - Implement automation and monitoring tools to improve operational efficiency. - Conduct regular training and skill development for NOC staff. - Manage vendor relationships and coordinate with service providers for issue resolution. - Ensure compliance with SLAs and internal policies. Qualifications Required: - Proven experience in managing a Network Operations Center and a team of NOC engineers. - In-depth knowledge of network monitoring tools, incident management, and escalation procedures. - Strong understanding of network infrastructure, cybersecurity, and IT operations. - Excellent communication and leadership skills to effectively manage a team and collaborate with other departments. - Ability to analyze data, identify trends, and make recommendations for network improvements. - Experience in working with service providers and ensuring compliance with SLAs and internal policies. Please note that the above job description is for reference only and may not cover all aspects of the role.,

As a Customer Success Manager Team Lead, your role will involve overseeing a team of customer success executives who cater to medical device clients. You will need to strike a balance between direct customer interactions and effective leadership to ensure service quality, manage team performance, handle escalations, and drive customer satisfaction. Key Responsibilities: - Lead, mentor, and manage a team of customer success executives, which includes tasks such as shift planning, workload allocation, and performance monitoring. - Handle escalated or challenging customer situations with professionalism, setting a positive example for your team. - Guide the team in effectively managing client journeys, ensuring prompt responses and delivering high-quality support. - Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction, providing regular feedback to the team. - Conduct training, coaching, and knowledge-sharing sessions to enhance the team's capabilities. - Collaborate with sales, product, and technical teams to address customer needs and escalations efficiently. - Prepare and share team performance reports with management, highlighting areas of improvement and any existing gaps. - Implement best practices for customer engagement, compliance, and the utilization of medical device solutions. - Drive customer success strategies aimed at enhancing retention, adoption, and overall satisfaction. Requirements: Qualifications & Skills: - A Bachelor's degree in Healthcare, Biomedical Engineering, Life Sciences, or Business Management (a Master's degree is preferred). - 5-7 years of experience in Customer Success/Client Services within the Medical Devices/Healthcare/Consumer Electronics industry, with at least 2+ years in a team lead or supervisory position. - Possess strong people management skills, including expertise in shift scheduling, coaching, and performance management. - Demonstrated experience in handling escalations, challenging clients, and conflict resolution. - Excellent communication and interpersonal skills, with the ability to influence and motivate your team effectively. - Proficiency in healthcare compliance standards and knowledge of medical device workflows. - Analytical and process-oriented mindset, with the capability to track KPIs and drive continuous improvements. - Willingness to occasionally travel for client visits or to provide support to the team.,

We are looking for an experienced Customer Relationship Manager for residential societies facility management in Faridabad. Key Responsibilities: Customer Complaint Resolution prompt & effective Escalations Management Regular Customer Engagement (surveys, meetings, feedback) Coordination with RWAs & key stakeholders Feedback Implementation & Service Quality Assurance Conflict Resolution & Communication Management Reporting & Documentation of service metrics Experience with Salesforce CRM is a plus.

You will be responsible for handling service delivery operations, which includes the following key responsibilities: - Developing and implementing Service Network changes in the territory based on business needs. - Prioritizing and resolving NAD customer service issues according to SLAs set by the Head Office. - Providing training and troubleshooting guidance to technicians in the field and conducting visits to major customers under AMC/OW/IW. - Engaging in Service Marketing by promoting Blue Star Spares to channel partners to increase the branch's business revenue. - Retaining, converting, and acquiring AMC contracts based on product category and old database. - Conducting sales channel visits and resolving stock issues within the specified timeline. - Managing escalations in the field and ensuring timely resolution. No additional details of the company were provided in the job description.,

We are looking for experienced Production Support Assistants with a strong background in non-technical support roles for a reputed organization in Pune. This is not a Business Analyst (BA) role. Key Requirements: - Must have cleared Pre-Employment Requisites (PREP). - Minimum 5 years of relevant experience in production support. - Familiarity with LMS (Loan Management System) and LOS (Loan Origination System) is mandatory. - Ability to handle escalations, support end-users, and coordinate with internal teams. - Strong communication and coordination skills. - Ability to document and track issues effectively. Work Schedule: - 5-day working week (any 5 days, including Saturday or Sunday). - Rotational Shifts: 10:00 AM - 7:00 PM, 2:00 PM - 11:00 PM Key Skills: - Production Support - Issue Tracking and Escalation Management - Awareness of LMS and LOS - Non-technical Stakeholder Coordination - Shift Flexibility If you possess the required experience and skills, we encourage you to apply for this opportunity in Pune, India.,

You will be responsible for managing bank staff and outsourced staff. You should have a minimum of 5 years of experience in contact center inbound/outbound processes, specifically in Banking/NBFC processes. It is essential to possess in-depth knowledge of the functioning of inbound and outbound contact centers, along with expertise in Vendor Management and billing. Your role will involve experience in cross-selling, achieving sales targets, managing service levels, handling escalations, and effectively managing complaints. Additionally, you should have a good understanding of training and quality standards, with knowledge of NPS being a requirement. Familiarity with handling inbound emails and chat teams is preferred. As an ideal candidate, you should have an experience range of 5 to 10 years, with a CTC of 7.5 LPA. The qualifications required for this position are Graduate (Any Specialization) and Post Graduate (Any Specialization).,

You will be responsible for handling service delivery operations in the territory. This includes developing and making changes to the service network based on business requirements. You will need to prioritize and resolve NAD customer services according to the SLA set by the head office. Additionally, you will provide training and troubleshooting guidance to technicians in the field and visit major customers under AMC/OW/IW contracts. Your role will also involve service marketing activities such as promoting Blue Star Spares to channel partners to increase branch revenue. You will be responsible for AMC retention, conversion, and acquisition based on product category and existing database. Regular visits to sales channels and resolving stock issues within specified timelines will be part of your responsibilities. Furthermore, you will be handling escalations in the field and ensuring timely resolution on a top priority basis. Your contribution in these areas will be crucial in maintaining high service standards and customer satisfaction levels.,

Service Desk Analyst Location: PAN India Experience: 24 years Choosing Capgemini means choosing a place where youll be empowered to grow your career, supported by a collaborative team, and inspired to deliver exceptional IT support services. Join us in helping organizations streamline their IT operations and enhance user experience through efficient service desk solutions. Your Role As a Service Desk Analyst, you will be the first point of contact for IT support, ensuring timely resolution of technical issues and maintaining high levels of customer satisfaction. Youll work closely with users, technical teams, and service management platforms to deliver seamless support across various IT functions. In this role, you will: Provide first-level technical support and resolve incidents efficiently. Manage service requests, incidents, and changes using ITSM tools (e.g., ServiceNow). Support user onboarding, access provisioning, and basic resource requests. Monitor system health and generate service performance reports. Guide users through self-service portals and support documentation. Coordinate with escalation teams for complex issue resolution. Ensure compliance with SLAs and service quality standards. Your Profile 2+ years of experience in IT service desk, help desk, or technical support. Hands-on experience with cloud services support (preferably GCP). Proficiency in ITIL framework and service management processes. Strong troubleshooting skills in application and infrastructure support. Familiarity with remote support tools and basic system monitoring. Excellent communication and customer service skills. Ability to manage multiple tickets and priorities simultaneously. Bachelors or Masters degree in a relevant field. Technical Skills Service Management: Incident, problem, and change management; SLA tracking; documentation and knowledge base management. Technical Support: User access management, application troubleshooting, remote support, and escalation handling. GCP Skills: Console navigation and basic resource management IAM role assignments and access control Compute Engine and Cloud Storage support Monitoring dashboards and alert triage Billing usage analysis and cost monitoring Certifications (Preferred) ITIL Foundation (Required) Google Cloud Digital Leader or Associate Cloud Engineer What Youll Love About Working Here Fast-paced and collaborative work environment. Opportunities to work with global teams and cutting-edge technologies. Continuous learning and certification support. Flexible work arrangements and a strong focus on work-life balance. About Us Capgemini is a global business and technology transformation partner, helping organizations accelerate their dual transformation to address the evolving needs of customers and citizens. With a strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needsfrom strategy and design to operations. To achieve this, Capgemini draws on the capabilities of its 360,000 team members in more than 50 countries, all driven by the purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization with market-leading capabilities in digital, cloud, and data. Show more Show less

External Job Description Responsible for research and authoring of scientific response documents under the direction of the Global Medical Information (GMI) team in support of global and local medical information activities. Responsible for the execution of activities as required in alignment with GMI colleagues. Achieved through a combination of product knowledge, along with editing, writing, and document management proficiency. Essential Job duties and responsibilities: 1) Conducts literature searches and reviews, and extracts/summarizes complex data from the scientific literature. 2) Generates evidence-based, accurate, current, and fair-balanced summaries of data for the creation/maintenance of scientific response documents for products in designated therapeutic area(s). 3) Adapts global scientific response documents for assigned countries. 4) Develops responses to escalated inquiries for assigned countries. 5) Develops contributions to US NDA Annual Reports. 6) Contributes to US compendia reviews. 7) Contributes to peer reviews. 8) Demonstrates resolve and urgency to accomplish tasks without direct authority or control. Participate in cross-functional project teams as needed. Ensure that assigned projects are completed on schedule. 9) Develops and maintains Therapeutic Area expertise. 10) Reviews the content created by peer writers. 11) Collaborates effectively with Global Medical Information teams to execute content plans • People: 1) Maintain effective relationships with the end stakeholders (Medical scientific community) within the allocated Global business unit and product with an end objective to develop medical information content as per requirement. 2) Interact effectively with stakeholders in medical and pharmacovigilance departments. 3) Constantly assist other medical information writers in developing knowledge and sharing expertise. • Performance: Provide deliverables (scientific response documents, US NDA Annual Reports, US compendia reviews) as per agreed timelines and quality • Process: 1) Act as an expert in the field of medical information writing and maintain on the regulatory requirement for countries supported. 2) Assist the assigned medical information team in conducting a comprehensive medical writing needs analysis. 3) Implement relevant elements of content plans and associated activities for the year identified for the assigned countries. 4) Work with selected vendors within the region to deliver the required deliverables as per the defined process. 5) Design an overall plan of action basis end-customers feedback & improve course content and delivery. • Stakeholders: 1) Work closely with medical teams in regions/areas to identify medical writing needs and assist in developing assigned deliverables. 2) Liaise with the Medical department to prepare relevant & customized deliverables.

Job Summary: Facilitate placement of customer orders with our vendors. Duties/Responsibilities 3+ years of hands on experience with P2P process Place all orders in Procurement Queue Report by end of day every day Follow up on order confirmations Respond to email queries in a timely manner Place orders with correct vendor teams Confirm vendor/customer billing schedules Order on correct vendor accounts Confirm correct purchase path was used or verify exceptions Verify order ahead of customer authorization exceptions Create contracts in salesforce for renewals and software orders Work with the order management team on escalation issues for order completion/shipping Other job duties as assigned Education and Experience Minimum Required HS diploma Preferred AA or higher Knowledge, Skills, Abilities Microsoft office Salesforce and/or Netsuite preferred Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits include Medical, Dental, and Vision Insurance 401(k) Paid company holidays Paid time off Paid parental and caregiver leave Plus more! See benefits https://www.aheadbenefits.com/ for additional details. The compensation range indicated in this posting reflects the On-Target Earnings (OTE) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidates relevant experience, qualifications, and geographic location.

The role of Team Lead International Voice Operations is based in Bangalore and involves working in rotational shifts, including night shifts. As an ideal candidate, you should have at least 5 years of experience in a contact center environment, with a minimum of 2 years in a team lead or supervisory position. Your responsibilities will include leading and motivating a team of customer service representatives, monitoring performance metrics to ensure KPIs are met, conducting regular call quality checks, providing coaching, managing day-to-day operations, handling escalations, preparing performance reports, and driving process improvements. Additionally, you will collaborate with training teams to enhance the skills of your team members. To excel in this role, you should be a graduate with over 5 years of BPO or contact center experience, specifically in international voice processes. You must possess strong people management, communication, and problem-solving skills. The ability to thrive in a fast-paced, high-performance environment and willingness to work in rotational shifts are essential for this position.,

The Technical Support Team Lead is responsible for overseeing the daily operations of the technical support team and actively participating as a member of the team. In this role, you will collaborate with the Director of Customer Success to provide exceptional support to customers via phone, email, and chat. As a team lead, you are expected to lead by example, organize work efficiently, generate reports, manage escalations, contribute to ad hoc projects, and assist with training initiatives. Reporting to the Director of Customer Success within the Customer Success Team, you will play a crucial role in upholding the culture, vision, and values of Tycho. As the Technical Support Team Lead, you will directly impact customer satisfaction by supervising the day-to-day operations of the Technical Support Team, mentoring team members, providing oversight, coaching, and training. Additionally, you will serve as the primary point of contact for technical escalations and effectively communicate escalated issues to Tier 3 and product managers when necessary. Your responsibilities will also include managing and reporting on all incoming technical support inquiries, actively participating in operational delivery and User Acceptance Testing (UAT) for new product and feature releases, providing feedback to staff and customers on resolved and ongoing issues, incidents, and assisting in developing customer self-service materials and tools. Skills & Qualifications: - Overseeing daily operations of the Technical Support Team - Driving customer satisfaction through efficient customer support - Mentoring team members and providing oversight, coaching, and training - Handling technical escalations and effectively communicating issues to relevant stakeholders - Managing and reporting on technical support inquiries - Contributing to operational delivery and UAT for new product releases - Providing feedback to staff and customers on resolved and ongoing issues - Assisting in creating customer self-service materials and tools This position offers: - Number of Positions: 2 - Location: Noida - Compensation: Competitive as per Industry standards - Working Days: 5 days a week with weekends off To apply, please email your resume to contact@tychotechnologies.com.,

As a Mobile Repair Technician, your primary responsibility will be to repair handsets following the quality standards set by the company. You will also be required to attend to customers when necessary and handle any customer escalations that may arise. It is essential to follow all the standard processes in the Service Center (SVC) and ensure the generation of necessary reports as and when required. Adhering to the delivery Turnaround Time (TAT) and providing refreshment items to customers are crucial aspects of this role. Maintaining a neat and well-arranged SVC as per company guidance is also part of your duties. You will be expected to observe the contents in the v-College app and participate in necessary trainings and exams to enhance your skills. Conducting inventory audits as per the Head Office (HO) policy, following company processes, procedures, and policies to ensure customer satisfaction, and making follow-up calls with customers on open calls and work notes are integral parts of this position. The ideal candidate should have a minimum of 1 year of experience in mobile repairing and at least a +2 educational qualification. This is a full-time, permanent position with benefits including cell phone reimbursement, health insurance, and Provident Fund. If you are detail-oriented, customer-focused, and have a passion for mobile technology, we encourage you to apply. The work location for this role is in-person, providing you with the opportunity to directly interact with customers and deliver exceptional service.,

As a client query manager, you will be responsible for managing end-to-end client queries and ensuring timely resolution. Your key tasks will include responding to client emails within defined timelines, adhering to SLAs, and complying with the defined process and client expectations. You will also be expected to assist in solving challenging client requests or issues, provide suggestions for improvement, and escalate issues as per the escalation matrix. Experience with Freshdesk Ticketing tool is required for this role. In addition to email communication, you will handle inbound and outbound client calls as needed to provide support and ensure a satisfactory resolution for the clients.,

Lead and manage customer service team, handle queries & escalations, oversee order booking/tracking, coordinate with operations, ensure client communication, monitor KPIs, train staff, and maintain service quality

You will be responsible for monitoring ATM sites and handling inbound and outbound calls related to maintenance, updates, custodians, vendors, and other calls from FLM/SLM. Your role will involve coordinating with different departments and vendors, handling escalations, and maintaining relationships with all stakeholders. Additionally, you will provide online technical support to field engineers and electricians, follow up on FLM and SLM alerts, manage incidents, log complaints, and ensure minimum ATM downtime related to hardware and power issues. As part of the job profile, you will monitor ATMs, coordinate with ATM teams for FLM and SLM activities, track priority issues, collaborate with coordinators and area managers for issue resolution, identify dependencies for ATM uptime, and escalate high TAT calls to internal stakeholders promptly. You will be handling interactions over the phone and via email within specified timeframes. The desired attributes for this role include being energetic, possessing excellent communication skills, having a positive team player attitude, and being proactive in problem-solving. The ideal candidate should have 2-5 years of relevant experience in the industry, be an undergraduate or graduate with good communication skills, and be willing to work in shifts (day/night).,

As an Insurance Sales Trainer based in Gurgaon, India, with 4+ years of experience, you will play a crucial role in enhancing the productivity and performance of employees through effective training. Your responsibilities will include identifying training needs, conducting refresher training sessions, and coordinating training schedules. You will be instrumental in training new employees on product knowledge, customer communications, and internal systems, particularly focusing on Life Insurance, Term Insurance, and Investment Insurance. In this role, you will deliver comprehensive product training, including selling skills, soft skills, and objection handling, to Associate Sales Consultants, Team Leaders, and Assistant Sales Managers. Additionally, you will assist in the delivery of ongoing training programs and evaluate the effectiveness of the training by reviewing trainees" performances and preparing score sheets. Providing timely and constructive feedback to trainees and maintaining detailed records of workshops conducted will be essential aspects of your responsibilities. Moreover, you will be responsible for ensuring the adherence to Information Security Management System (ISMS) requirements in project management. This includes incorporating information security objectives into project objectives, conducting risk assessments to identify necessary controls, and integrating information security throughout all project phases. Desired skills for this role include proficiency in employee development for meeting performance targets, prior experience in the Health or Life Insurance domain, and the ability to calibrate employee performance through monitoring and coaching. Effective communication skills, issue resolution, and escalation handling are also vital for success in this position. Fluency in English is a demonstrated requirement. In return, we offer endless growth opportunities, Group Medical Coverage (GMC), and gratuity as per applicable law, which is over and above the total offered CTC. Join us in this dynamic role and contribute to the professional development and success of our sales team.,

Position Overview: The Customer Service Investigator (CSI) serves as a crucial link between customers and various functional areas within the NTT. The CSI's primary role is to manage ongoing escalations by creating actionable items and Service Level Agreements (SLAs) to ensure timely and effective resolution of customer issues. This involves working offline with different departments, adhering to standard operating procedures, and applying subject matter expertise to make creative, customer-friendly decisions. Ideal candidates should have extensive experience with the brand and possess strong program knowledge. Responsibilities: • Manage Escalations: Handle ongoing escalation cases to ensure prompt, effective, and efficient resolution of customer issues. • Offline Queue Management: Ensure offline queues are managed within a 48-hour SLA. • Tracking and Reporting: Track reasons for escalations to assist in analytical processes and reporting. • Customer Solutions: Seek solutions to customer issues, acting as an agent of the brand and an advocate for the product. • Customer Liaison: Communicate with customers to gather further information, provide updates, and request documentation. • Cross-Department Collaboration: Liaise with all areas of the NTT DATA partnership to ensure thorough understanding and resolution of customer escalations. • Escalation Handling: Escalate concerns as appropriate and as requested by customers. Requirements: • Customer Service Background: Experience in the credit card industry, particularly in customer service. • Escalation Handling: Previous experience in handling escalated calls is preferred. • Confidence: Demonstrate high confidence while dealing with escalated situations and customers. • Flexibility: Ability to think outside the box and provide individualized customer service tailored to specific issues. • Time Management: Excellent time management skills. • Feedback Acceptance: Open to constructive feedback from supervisors, operational leads, and team coordinators. • Efficiency: Ability to work well within limited timelines. • Communication Skills: Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers. • Proactive Approach: Bias for action and proactive problem-solving.

You will be responsible for providing exceptional customer support through inbound voice calls in a professional and courteous manner. Your primary duties will include addressing customer queries, troubleshooting issues, and providing resolutions following company guidelines. It will be crucial to ensure customer satisfaction by offering tailored solutions and maintaining high-quality service standards. In case of escalations, you will handle them efficiently and ensure timely resolution. Additionally, maintaining accurate records of customer interactions and transactions in the system will be part of your daily tasks. To excel in this role, you should have a minimum of 6 months of relevant experience in the International Voice Process or Customer Support role. Strong communication skills, both verbal and written, with a proficient command of English are essential. A typing speed of 30 WPM with 95% accuracy is required. You must be able to work efficiently in a night shift environment between 6 PM to 10 AM and should not have more than a 3-month employment gap. Previous experience in BPO, ex-comms, or international voice roles will be preferred. Strong problem-solving skills and effective management of customer concerns are also key requirements for this position. The interview process will consist of an initial HR round for screening and discussion, followed by a VNA (Voice & Non-Voice Assessment) to test your communication skills and situational responses. Lastly, there will be an Ops Interview to assess your process knowledge and ability to handle calls. If you meet the qualifications and are interested in this opportunity, please share your resume at sakshi.s@growinitysolutions.com or contact 8390010266. Join our team in Yerwada, Pune, and be a part of the Canadian Telecom International Voice Process Executive role with competitive salary packages and growth opportunities.,

As a customer service representative, you will be responsible for maintaining an up-to-date customer database and records in the system. This includes making service reminder calls to customers, scheduling appointments during these calls, and updating the system accordingly. You will also be expected to conduct post-service feedback calls to customers in accordance with the established process. In addition to handling customer interactions, such as answering calls professionally to provide information about products and services, you will need to gather details of complaints and ensure they are appropriately recorded. Keeping records of customer inquiries, complaints, and comments, as well as documenting the actions taken, will be part of your daily tasks. A crucial aspect of your role will involve following up to confirm that the necessary actions have been taken on customers" requests or complaints. In cases where grievances remain unresolved or special requests are made, you will be required to escalate these matters to the relevant authorities for further action, following the escalation matrix provided. Furthermore, you will be expected to conduct service measure calls as needed to maintain customer satisfaction. This position is open to freshers and entails full-time, permanent employment. The benefits include health insurance, Provident Fund, yearly bonus, and a day shift schedule. The ideal candidate for this role should preferably hold a Bachelor's degree.,