29 Escalation Handling Jobs

We are looking for Immediate joiners only. Job Summary We are seeking a highly organized and result-driven Call Center Manager (age below 35 years) to lead and manage our call center operations. The ideal candidate will be responsible for supervising the day-to-day activities of the call center team, ensuring performance targets are met, and delivering an exceptional customer experience across all touchpoints. The role requires strong leadership, team management, and data-driven decision-making capabilities. Key Responsibilities Supervise and manage daily operations of the call center including inbound and outbound teams. Set performance goals and KPIs for the team and ensure consistent achievement. Monitor calls and provide constructive feedback to improve service quality. Conduct regular team meetings, coaching, and performance reviews. Prepare reports on team performance, call metrics, and customer feedback. Coordinate with internal departments for smooth resolution of customer issues. Handle escalated calls and ensure prompt issue resolution. Help in Recruit, train, and onboard new call center agents as needed. Implement best practices and process improvements to increase productivity and efficiency. Ensure adherence to company policies, scripts, and quality standards. Requirements Bachelors degree in any discipline; additional certification in customer service is a plus. Minimum 8 years of experience in a call center, with at least 5 years in a team lead or managerial role. Strong communication and interpersonal skills. Proven ability to lead and motivate a team to achieve targets. Knowledge of call center software, CRM tools, and reporting systems. Excellent analytical and problem-solving skills. Ability to work under pressure and manage stressful situations calmly. Strong customer focus with a passion for delivering excellent service. Age must be below 35 years. Proficiency in MS Office, especially Excel and reporting dashboards. Why Join Caf Desire? A Culture of Growth: We believe in nurturing talent and providing continuous learning opportunities. Whether its skill enhancement, career progression, or leadership development, we empower our employees to reach their full potential. Work with a Market Leader: Caf Desire is a trusted name in the beverage vending industry , serving thousands of customers across industries. By joining us, you become a part of a brand that is respected, innovative, and growing rapidly. Recognition & Rewards: We celebrate our employees achievements, big and small. Our performance-driven culture ensures that your hard work is recognized and rewarded. A Supportive Team: We foster a collaborative and positive work environment where teamwork, respect, and mutual support are at the core of our success. Bringing Joy in Every Sip: As part of Caf Desire, you’ll contribute to enhancing workplace experiences for countless businesses by delivering high-quality products and excellent customer service. Career Growth Opportunities: We don’t just offer jobs; we offer careers ! If you're looking for stability, career advancement, and a company that values your ambitions , you’ve come to the right place. Be Part of Something Bigger: Join Caf Desire and be part of a mission to redefine the way people enjoy their beverages, one cup at a time! About the Company Radiant Consumer Appliances Pvt. Ltd., the parent company of Caf Desire , is a leader in the hot beverage vending industry , offering state-of-the-art coffee and tea vending machines along with premium-quality premixes. Since our inception, we have been revolutionizing workplaces by providing hassle-free, on-demand beverages that keep businesses running smoothly. With a strong presence across India and expanding globally, Caf Desire is known for its commitment to quality, innovation, and customer satisfaction . Our customers range from small businesses to large enterprises, and our goal is to deliver joy in every sip . We are not just a brand; we are a community of passionate individuals dedicated to creating delightful customer experiences. If you’re looking for a career where your skills and enthusiasm will be valued, this is the place for you! Visit us at www.cafedesire.co.in

The Lead – Sales Operations and Fulfilment coordinates between sales and production teams to ensure timely, accurate order delivery by managing all technical, financial, and operational aspects.

Key Responsibilities: Manage inbound and outbound customer interactions with premium clients Resolve issues efficiently while maintaining professionalism Provide accurate information and guidance tailored to premium customers Maintain detailed records of customer interactions Collaborate with internal teams to escalate and resolve complex issues Meet defined service levels and performance targets Candidate Profile: Excellent verbal and written English Graduate / Undergraduate candidates preferred Experience in premium or high-value customer service processes is a plus Strong problem-solving and multitasking skills Ability to work in rotational shifts Immediate joiners preferred

Respond to queries from customer through Call Chat & Email information & handle complaints regarding the products/services Understands customer queries & responds to it ensuring that all queries are answered Salary upto 35000 Call Nivedita 7317810475

Supervise a team of international voice agents handling inbound customer calls Monitor team performance and ensure KPI targets (AHT, CSAT, FCR, QA scores) are consistently met Coach, mentor, and conduct regular 1:1s and feedback sessions Required Candidate profile Handle escalations &ensure high levels of customer satisfaction Prepare performance reports and work closely with Quality & Training teams Drive productivity, adherence, and compliance within the team Perks and benefits Perks and Benefits

Experience: 12 years in leading teams in e-commerce or customer support environments Function: Customer Experience / Customer Support / Customer Success About the role Were looking for a passionate and execution-focused Team Lead to join our UCJ (Unified Customer Journey) team This role is crucial in ensuring a seamless customer experience from the first interaction to resolution, across support and success channels Youll be responsible for guiding a team of Super Companions (PRMs), optimizing their performance, and ensuring every customer touchpoint is empathetic, timely, and solution-driven. Key Responsibilities Team Management: Lead and coach a team of UCJ Super Companions focused on call/chat/email interactions with customers. Performance Monitoring: Track daily KPIs including First Response Time, Talk Time, Transfers to Vets, and CSAT scores Conduct RCA for dips in performance. Customer Journey Oversight: Ensure customer transitions across touchpoints (support to vet to resolution) are seamless and aligned with UCJ goals. Process Improvement: Identify workflow gaps and execute improvements to enhance customer delight and team efficiency. Training & Upskilling: Regularly train and upskill team members on empathy, issue resolution, and understanding pet parent needs. Escalation Handling: Manage escalated cases and ensure timely and satisfactory closures with internal stakeholders. Reporting: Maintain dashboards, update leadership with actionable insights, and manage shift rosters, coverage, and productivity metrics. Requirement 12 years of experience leading customer support or success teams in an e-commerce or D2C environment. Proven experience in handling customer escalations and driving resolution excellence. Strong understanding of the e-commerce customer journey from acquisition to post-sale support. Ability to manage SLAs and performance metrics while maintaining empathy and a customer-first approach. Comfortable working in a fast-paced, agile environment with shifting priorities. Excellent communication skills (verbal and written). Good to have Experience with CRM tools like Freshdesk, Zendesk, or similar. Exposure to pet care, D2C wellness, or healthtech domains. Strong analytical mindset to draw insights from support data.

As a Manager (MVP) at Iron Systems, you will lead a team through all phases of client acquisition (New Program Transition) for Field Services Operations, navigating stringent timelines. This includes understanding client requirements through SOW/NPT templates, identifying gaps between client needs and ISG's USCA region delivery capabilities, workforce capacity planning, predictive profit delivery, and providing innovative, data-driven project planning and execution strategies. The ideal candidate will have prior experience leading a remote and on-site team of at least 4-5 individuals, driving performance management through KPIs designed to meet customer SLAs. You should have played a key role in fostering a fair and competitive environment, as well as ensuring adherence to program processes and compliance. You'll be responsible for developing strong partnerships with vendors and understanding their businesses. This role requires experience in overall workforce management/procurement and the ability to differentiate between field resource categories, providing cross-functional support, including onshore/offshore requirements. Job Responsibilities Responsible for building workforce supply chain solutions as per customer SOW. Support the Sales team in pre-bid activities as needed. Responsible for creating scalable templates in Excel to deliver program deliverables covering all phases of program onboarding until completion. Responsible for daily profit achievement of worker cost negotiations for each transaction. Responsible for team capacity planning . Responsible for building high-performing teams . Ensures a single point of accountability for the success of the Vendor Management Team. Adherence to the defined delivery processes from a vendor perspective and lead the Vendor Management team globally. Observe and propose changes to existing processes to Management for improvement in Service Delivery. Manage conflicts, drive teams to remediate problems, and ensure team processes and tasks are carried out efficiently as per company policy. New Program Transition: MUST have exposure to the transition of New Programs to BAU (Business as Usual). SOW Creation and Execution: Supervise the team for timely onboarding of vendors for all new programs and implement sourcing skills while engaging with vendors to source the best Field Engineers. Identifying cost-saving opportunities on a continuous basis and measuring team member performance through predefined KPIs. Preparing detailed Cost Analysis of program activities, Vendor Quotes, and performing Cost comparison. Lead and manage the Vendor Management team to review incidents, problems, and operational issues. Assist in resource planning, onboarding, and training as per program timelines. Create a culture of high performance within the department. Lead performance management initiatives like identifying new KPIs and defining measurement criteria. Responsible for ensuring financial goals and objectives are met or exceeded, as well as full compliance with all Iron Systems policies and procedures. Assists in providing accurate, timely, and complete daily performance analyses. Responsible for handling any escalations from internal stakeholders within the stipulated SLA as per company policy. Review, monitor, and report vendor performance metrics and ensure Service Levels are always met. Responsible for managing all stages of requisition activity using VMS technology , in-house portals, industry standards, and company policy. Oversees the use of VMS technology to ensure optimum, cost-effective, timely, and high-quality results. Provides required mandatory oversight, training, and leadership to create a competitive advantage through suppliers. Review and ensure quality profiles are sourced as per customer requirements. Perform analysis which includes cost savings reporting and other quality or efficiency data to help improve operational processes. Understanding of pricing models and what goes into the creation of bill rates along with candidate employment status. Prepare and publish reports for management review, which help in cost optimization without compromising quality and enhance efficiency. Provides program Standard Operating Procedures (SOP) training and updates to suppliers and internal teams regularly to ensure understanding and compliance of VMS technology use and overall program cadences. Participate as needed in the RFI/RFP process for large and mid-size deals. Implement setup for Primary and Secondary Vendors per IT Asset Product SKU and IT staffing & professional field service SKU. Provide standard program reporting to internal cross-functional stakeholders, including but not limited to ad-hoc report requests as required. Drive cost savings initiatives without impacting service quality. Good to have knowledge of cost-drivers and vendor market dynamics in the field services industry. Ensure Technicians (Vendor or Freelancers) are assigned to jobs as per SLA, as and when escalated. Ensure Technicians (Vendor or Freelancers) are reaching the site to perform the work as per customers requested appointments. Good to have hands-on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira , etc. Should be portal savvy. Ensure that appropriate approvals are in place before executing documents. Good to have prior knowledge of Background Verification requirements and drug tests as per local country law. Required Skills Skilled in identifying cost-saving initiatives and driving with the team. Natural leader who displays sound judgment and attention to detail . Should have prior experience in escalation handling and risk mitigation . Should have the ability to handle pressure and meet deadlines . Ability to work independently and as part of a team . Ability to influence cross-functional teams and peers in the business. Excellent interpersonal, communication, and public speaking skills . Support business partners by providing timely updates that are attuned to the commercial imperatives of the business; maintain a solution-based approach with options for the business. Ability to identify key issues and consistently apply a high standard of integrity, professionalism, expertise, and business ethics . Ability to provide practical, commercially focused, and value-added advice. Ability to critically review and advise business programs and procedures in accordance with business requirements and corporate policies and standards. Strong communication skills , both verbal and written. Should have prior experience of working on ticketing portals . MS Office (especially MS Excel) skills are mandatory.

Role & responsibilities We are seeking a Technical Support Engineer (Tier 2/3) with experience in Unified Communications (UC), SIP, VoIP, and Contact Center solutions . The ideal candidate will be responsible for handling escalated technical issues, troubleshooting complex problems, and providing expert-level support to enterprise customers and partners. Key Responsibilities: Escalation Handling: Provide Tier 2/3 support for UC and Contact Center solutions, assisting Tier 2 engineers with advanced troubleshooting. Technical Troubleshooting: Diagnose and resolve complex issues related to SIP, RTP, VoIP, UC applications, and call routing . Packet Analysis & Debugging: Utilize tools like Wireshark, SIP tracing, and logs analysis to identify and resolve technical problems. Lab Replication: Reproduce customer issues in a test environment to validate solutions and escalate to R&D if necessary. Customer Interaction: Engage partners on escalated cases, providing clear technical resolutions. Documentation & Knowledge Sharing: Contribute to internal knowledge bases, write technical articles, and mentor junior engineers. Collaboration: Work closely with cross-functional teams, including development, product management, and global support teams, to drive issue resolution. Process Adherence Maintaining KPI's and desired SLA's Shift Open for 24x7 shift work .

As an OPM (GMVC), you will be leading a large Category Procurement team Your KRA includes but not limited to taking the team to the next level of delivery maturity and maximizing stakeholder satisfaction Job Responsibilities Ensures a single point of accountability for the success of the Category Procurement Team Establish and refine delivery processes from Vendor perspective and lead the Category Procurement team globally Manage conflicts, drive the teams to remediate the problems and ensure the team's processes and tasks are carried out efficiently Lead and manage Category Procurement team to review incidents, problems, and operational issue Lead resource planning, onboarding, and training as per program timelines Create a culture of high performance within the department Lead performance management initiatives like identifying new KPIs and defining measurement criterion Responsible for ensuring financial goals and objectives are met or exceeded, as well as full compliance on all Iron Systems policies and procedures Assists in providing accurate, timely, and complete daily performance analyses Responsible to handle any escalations, internal or from customer, within the stipulated SLA as per company policy Review and monitor Vendor performance metrics and ensure Service Levels are always met Evaluate client project requirements to determine best practice sourcing solutions; escalate deviations for client approvals / decision making Develops deep competency knowledge of the business and supplier community to assist with sourcing recommendations Responsible for managing all stages of requisition activity using VMS technology, in-house portals, industry standards and company policy Oversees the use of VMS technology to ensure optimum, cost-effective, timely, and high-quality result Provides required mandatory oversight, training, and leadership to ensure end user community and supplier partnerships reach potential Provides consultative support to end users to clarify job responsibilities, skills, and other requirements of specific requisitions Leverage recruiting experience to review and shortlist candidate submittals from suppliers to ensure the best qualified candidates are submitted for end user review and placement Perform analysis, which includes cost savings reporting and other quality or efficiency data, to help improve operational processes Understanding of pricing models and what goes into creation of bill rates, along with candidate employment status Provides program Standard Operating Procedures (SOP) training and updates to supplier and internal team on a regular basis to ensure understanding and compliance of VMS technology use and overall program cadences Vendor Service Dispatching: Will supervise team for timely onboarding of vendors for all new programs and implement sourcing skills while engaging with vendors to source the best Field Engineers Participate as per need in the RFI/RFP process for large and mid-size deals Strategize setup for Primary and Secondary Vendors per IT Asset product SKU and IT staffing & professional service SKU Provide standard program reporting to client end users and stakeholders, including but not limited to ad hoc report requests as required

Join Our Team at iEnergizer Technical Customer Support Executive Are you enthusiastic and ready to kickstart or grow your career in technical customer service? iEnergizer is hiring motivated individuals for the role of Technical Customer Support Executive . We welcome both freshers and experienced candidates! Walk-In Interview Details: Location: iEnergizer, A-37, Sector 60, Noida (Gate No. 2, near Sector 59 Metro Station) Google Maps Location:- https://maps.app.goo.gl/MwJmDdjPtWUWiDtQ8?g_st=com.google.maps.preview.copy Timings: 10:00 AM 4:00 PM (Monday to Saturday) Steps to Apply: Complete the form : www.ienergizerbpo.com Join our WhatsApp group :- https://chat.whatsapp.com/ChpN8I1w9inHL43G5Zki0A On your resume , mention HR Anjali Thapa and meet her at Cabin H18 Reference : Add details of 3 friends (name, contact number, address) Share your token number after submitting the form Please Carry: A hard copy of your resume Your Aadhaar card (hard copy) Soft copies of all relevant documents Position Details: Role: Technical Customer Support Executive Salary: 23,500 CTC Experience: Open to freshers and experienced professionals Qualifications: B.Tech, B.Sc, BCA, MCA, M.Sc, B.E Required Skills: Strong communication and problem-solving abilities Job Responsibilities: Address and resolve customer technical issues via phone Ensure a professional and helpful interaction at all times Deliver timely solutions while maintaining customer satisfaction Shift Timings: Women: Day shifts Men: Rotational shifts Contact for Queries: HR Contact: Anjali Thapa WhatsApp: 9557011621 We look forward to seeing you there!

Job descripation: Title: Senior Executive - Customer Services, SME- Location: Gurugram Role Purpose- Responsible for serving customers across multiple channels as a single point of contact ( Email/ Voice/ Chat etc) as an OMNI-channel specialist, part of Super Premium team in customer services specializing in managing relationship of HNI / Premium/ VVIP customers. Role Accountability 1. Provide servicing to customers across channels (Email/ Voice/ Chat etc.), ensuring optimum service levels to enhance customer experience 2. Ensure minimal repeated errors on Escalations and EWS(Early Warning System) cases by working closely with Quality and training team 3. Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process 4. Ensure maintenance of TAT of resolution across sub-processes 5. Perform process documentation and compliance adherence Measures of Success 1. FRT(First Response Time) Rate 2. Real time Resolution rate 3. CSAT 4. Productivity and accuracy 5. Adherence to Process TATs 6. Zero Avoidable Escalation 7. Process Adherence as per MOU Technical Skills / Experience / Certifications 1. Experience of handling VIP/ Premium customers in service delivery

Coordinating vehicle dispatch and ensuring timely delivery and pickup Monitoring vehicle movement and tracking Handling customer calls for scheduling orders and addressing queries Planning daily routes for efficient delivery Scheduling and monitoring urgent pickups Controlling vehicle costs Following up and resolving customer escalations via email Managing vehicle arrangement and maintenance Training and developing support staff Controlling in-transit damage Coordinating with the warehouse team to address errors and cancellations Alternative order planning in case of in-transit cancellation Candidate Qualifications: The ideal candidate should possess the following qualifications: Good communication skills in English, Kannada (mandatory), and Hindi Strong problem-solving abilities Flexibility to work in different shifts Ability to coordinate with third-party business partners, drivers, and customers Excellent knowledge of logistics processes and tools Proficiency in data entry Comfortable with outbound calls Strong decision-making and coordination skills with internal teams Required Skills: The ideal candidate should have the following skills: Good communication in English & Hindi Problem-solving ability Flexibility in working for different shifts Coordination with 3rd party business partners and handling drivers and customer calls Excellent process knowledge/tools

We’re hiring a Customer Support Manager to lead and scale a new team handling . Ensure quality, train agents, manage performance, and drive operational excellence in a fast-growing customer service setup.

Support a leading digital wealth platform by handling customer queries via calls and chats. Deliver accurate info, resolve issues efficiently, and ensure a great customer experience. 5-day workweek, rotational shifts, no cab, flexible support role.

Hi, We are hiring for the Leading ITES Company for OTC Billing Lead Role. Job Description: Minimum 8+ yrs of overall experience in OTC - Billing with minimum 1 year of experience as a Lead. Processing of Billing, ERP exposure, Sales, Credit Card, Chargeback and refunds processing Account Reconciliations Passing of JVs in Client System Day to day query resolution and timely process escalations Month Closing and Meeting SLA Handling Client Calls Handling Escalation process Measuring KPIs Quality Initiatives Provided comprehensive cataloguing expertise to ensure pro-ducts were correctly listed and represented across platforms. Successfully completed projects ahead of deadline, earning recognition from managers. Responsibilities included: managing cataloguing projects; ensuring accuracy of product data; resolving customer enquiries; researching product information; creating product descriptions; streamlining processes for improved efficiency; and generating reports for management. Excellent communication Domain knowledge / Excellent skills in MS Office, especially MS Excel MS Visio (Process Maps) Customer Centricity / Effective delegation / Time management Commitment for excellence /Team handling. Key Skills: a) Minimum 8+ yrs of experience in OTC - Billing b) Minimum 1 year exp as Lead Role b) Knowledge of OTC Cycle c) Any Graduate To Apply WhatsApp 'Hi' @ 9151555419 and Follow the Steps Below: a) For Position in Chennai Search : Job Code # 408

Job Title: Domestic Voice telecaller,telesales,12th fresher can apply, 6days working, 1day rotational off Job Summary: We are seeking a Domestic Voice to join our customer service team. The ideal candidate will have excellent communication skills, the ability to handle customer inquiries over the phone, and a commitment to delivering outstanding customer service. In this role, you will interact with customers within the domestic market, helping resolve issues, answering queries, and providing support on various products and services. Key Responsibilities: Customer Interaction: Handle inbound and outbound customer calls in a professional and efficient manner. Issue Resolution: Assist customers with resolving issues related to products/services, addressing concerns, and providing clear solutions. Product Knowledge: Maintain up-to-date knowledge of the companys products, services, and policies to offer accurate information. Customer Satisfaction: Ensure customer satisfaction by providing a positive experience during every call and meeting the performance metrics. Documentation: Accurately document all customer interactions and follow up on open cases, ensuring proper records are kept. Process Adherence: Follow company protocols and scripts, ensuring all customer queries are handled in line with quality standards. Escalation Handling: Identify and escalate complex issues to the appropriate team or supervisor. Team Collaboration: Work closely with the team to meet collective targets and contribute to team success. Feedback & Reporting: Provide feedback on recurring issues or potential improvements and report performance metrics regularly.

Team Management:Supervise and mentor a team of customer service/financial advisors, ensuring high engagement and performance. Process Oversight:Monitor day-to-day operations of the BFSI process, ensuring adherence to SLAs, compliance Required Candidate profile Prior exp in healthcare in Claims process Experience:Minimum3 yearsin a BPO Healthcare process, with at least1 year as a Team Lead.

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 India’s 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

About this role: Wells Fargo is seeking a... In this role, you will: Support management in the day-to-day supervision of less experienced team providing guidance, and resolution to issues contributing to overall effectiveness of team Provide feedback and present ideas for improving or implementing processes and tools within Operations group Perform or guide others on complex escalated issues that require planning, evaluation, and interpretation Prioritize work and provide daily work leadership and mentorship to team Provide training and technical guidance to less experienced staff Lead or contribute to implementation of new or revised processes and procedures that require coordination among operation teams Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals Interact with internal customers Receive direction from leaders Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements Serve as a resource to other departments on transaction structure, documentation, and company policies Required Qualifications: 6+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Required Qualifications for Europe, Middle East & Africa only: Experience in Operations, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Candidate expectations Candidate must have 4+years of experience in B2B Collections / order to cash process/AR collection Prior experience of working in an op's leader role of a business-to-business collections / order to cash process. Prior experience of managing a team in International B2B Collections process Must possess functional and strategic knowledge of domain to manage and add value to the metrices. Client management and effective delivery on the expectations set by the client on daily and monthly basis. Execute specific Collections Leads tasks as assigned by client as part of delivery management/production Strong analytical and Excel skills including v-lookups and pivot tables. Job Description : Excellent analytical (excel) and presentation skills. Would have presented meaningful dashboards collaterals to internal and external stakeholders in past role. Prior experience of managing several client owners and deliver operational delight. Managing the client Relationship end to end. Team Handling Training and Motivation Employee assessment and channelizing the workflow Escalation and resolution handling Monitor performance & drive internal reviews with team Delivery quality and exception handling should be monitored. Meet the operational functional and business objectives required by the contract and provide a profitable interaction Excellent communication skills in English (Written & verbal) Flexible with night shifts. Contact Person - Deepika V Contact Number - 9360827374 Email - deepikav@gojobs.biz

Hi, We are hiring for ITES Company for Associate/Sr Associate - Quality Analyst/Reporting Role. Job description: Any Graduate with 1 year of relevant experience in reporting or MIS role is preferred. Respond to queries, handle level 1 escalations, and provide solutions for closure of open points Timely escalation of issues to the operation manager Preparation of MIS as per customer requirement Ensure the team is compliant with all quality requirements Monitoring daily dashboard and bringing in necessary preventive measures through detailed error analysis Involvement in project management reviews to understand the health of the unit and adopt necessary controls Ensure preparation of training and development plan for all the team members Should perform regular reviews with team members Undertake appraisal activity for associates, and provide necessary feedback and support in terms of career progression Manage absenteeism and attrition in a team effectively Engage and interact with customers to understand requirements and provide solutions Key Skills: a) Min 1 Year Experience in MIS Reporting b) Any Graduate c) Knowledge of Dashboards To Apply WhatsApp 'Hi' @ 9151555419 and Follow the Steps Below: a) For Position in Kolkata Search : Job Code # 232

Manage and resolve customer grievances received through various channels (emails, calls, social media, regulatory bodies). Experience: Minimum 2 years in handling customer escalations, grievances, or compliance-related roles, preferably in the financial services or fintech sector Education: Graduate in any discipline (Law or Commerce background preferred) Certification: Knowledge of regulatory guidelines (RBI, NBFC) and DRA certification is an added advantage Key Responsibilities: Escalation Management: 1. Customer Grievance Handling: Manage and resolve customer grievances received through various channels (emails, calls, social media, regulatory bodies). Ensure timely resolution of Level 1 and Level 2 escalations, adhering to defined TAT (Turnaround Time). Maintain a customer-first approach while resolving escalations to protect the companys reputation. 2. Communication and Collaboration: Coordinate with internal departments (collections, legal, operations) to address customer issues effectively. Provide detailed responses to customers, explaining resolutions and any further actions needed. 3. Root Cause Analysis: Conduct root cause analysis for recurring grievances and suggest corrective measures. Prepare reports highlighting trends in customer complaints and recommend process improvements. Compliance Management: 1. Regulatory Adherence: Ensure all customer communication complies with regulatory guidelines (e.g., RBI). Assist in audits and ensure proper documentation of escalations and resolutions. 2. Policy and Process Implementation: Monitor compliance with company policies and procedures during customer interactions. Assist in developing SOPs for handling escalations and ensuring compliance with legal standards. 3. Documentation and Reporting: Maintain accurate records of escalations, resolutions, and compliance checks. Prepare regular compliance reports for management review. Key Skills and Requirements: Experience: Minimum 2 years in customer escalation handling or compliance roles, preferably in financial services. Education: Graduate in any discipline (Law or Commerce background preferred). Technical Skills: Proficiency in Excel and CRM systems for reporting and case management. Knowledge of legal and regulatory frameworks related to debt collection. Soft Skills: Strong communication and negotiation skills. Ability to handle difficult conversations with professionalism and empathy. Analytical Skills: Detail-oriented with the ability to identify patterns and trends in grievances. Critical thinking to suggest improvements in processes. Work Ethic: Organized, proactive, and focused on timely resolution. Job Perks: Competitive salary with performance-based incentives. Opportunity to work in a critical role in a fast-growing fintech company. Exposure to regulatory frameworks and compliance best practices. Note: Please mention "Escalation and Compliance Team Member" in the subject line of your email. Exposure to advanced analytics tools and debt collection strategies. Professional development opportunities and cross-functional collaboration. Note: Please mention "Business Analyst Debt Collection Process" in the subject line of your email.

Attending Customer Escalations & Maintain TAT Maintaining Good Relations with Client & field Engineers Logging Calls and taking proper follow up till call Closer Mail & telephonic communication. Preparing basic Reports Graduate/Fresher can also apply Required Candidate profile Candidate Must have Good communication Skill English & Hindi Hard worker Able to work in pressure Good learner, Multi tasker Apply- 7412075465 / 7412075430 Email- hr@perto.in, tlhd001@perto.in Perks and benefits Free Transport, Canteen Facility

Collect newly booked files from sales team. review documents and open files. Review the job details and plan for the job Assign files to move coordinators and ensure coordinators are attending to the file immediately. Continuously monitor the activities of the coordinators and see if they are handling the jobs properly, if they are serving the customers properly, if they updating the files correcting, and then if are sticking to TAT as required by ISO, FIDI, and management? Check job quality and customer satisfaction by calling every customer at least once when the job is in progress.? Address customer concerns, issues and resolve it immediately. Build and ensure excellent customer rapport is built and personalized services are provided. Generate leads for sales teams? Look for opportunities for upselling and cross-selling Monitor all jobs and look for ways to reduce cost and consolidate shipments Record all customer complaints, negative feedbacks/suggestions, and claims into the software. Take immediate corrective action (CA) and resolve issues within 48 hours. Sit with GM / Management once a month to do root cause analysis (RCA) and take preventive action (PA).? Check final costing and report if costing has gone higher or lower than estimation? Check the final volume and report if volume/weight has gone higher or lower than the estimation? Check the billing and see if everything is ok. Check the file and software after job completion and see if everything is done as per FIDI, ISO, and management requirements Standardize all communication templates Motivate, Mentor, Train, and check teams performance Prepare MIS, Review the MIS and Submit analysis reports Desired Candidate Profile: Should have excellent skills in customer services and rapport building Should have excellent communication and should be able to speak to high profile customers Should have a positive attitude and willing to take up any challenge Should be calm and composed at all times and should be able to handle a high-pressure environment Should be able to take decisions quickly and have a solution-oriented approach to problem-solving and decision-making Should be able to multitask, set priorities, manage timelines, and meet strict deadlines Should be able to read, analyze and interpret client needs and policies Should be flexible, work after hours and during weekends if required Should be able to Assign tasks, monitor & handle team performance towards customer satisfaction Should be able to build teams & take up leadership roles Candidate will EMS awareness preferred Experience & Qualifications: Should have minimum 5 years prior experience in customer service Should have minimum 2 years experience in managing a team Candidates with prior experience and knowledge of Packing and Moving, Transport, Logistics, Import & Export will be preferred. Should have very good working knowledge of Windows, Microsoft, Excel and other IT Skills Should be able to read, speak and write in English fluently Should be able to understand and speak in local languages.

Designation: Operation Associate Education: Any Graduates Shift : Day shift 6 days working with 1 day off Process : Customer support And Escalation calls Language : English and Hindi