85 Escalation Handling Jobs - Page 2

We are seeking a Customer Service Executive to join our team and play a crucial role in ensuring a positive customer experience. In this position, you will handle customer inquiries, address complaints, and assist in maintaining strong customer relationships. Your primary responsibilities will include responding to customer inquiries through various channels, providing accurate information on products and services, assisting customers with orders and returns, and updating customer information in our databases. You will also be responsible for following up with customers to ensure their issues are resolved satisfactorily. Key Responsibilities: - Respond to customer inquiries professionally and in a timely manner via phone, email, chat, or in person - Provide accurate information on products, services, pricing, and policies - Assist customers with service calls, order placement, tracking shipments, and handling returns or complaints - Record and update customer information in our internal databases - Follow up with customers to ensure their issues are addressed to their satisfaction - Collaborate with internal departments to resolve customer concerns effectively - Maintain a high level of product knowledge to offer expert guidance - Escalate unresolved issues to senior staff or management when necessary - Handle customer feedback and recommend process improvements for enhanced service delivery - Meet performance targets such as response time, resolution time, and customer satisfaction metrics This is a full-time, permanent position suitable for freshers. The benefits include cell phone reimbursement and health insurance. The work schedule is during the day shift, and proficiency in English and Hindi is preferred. The work location is in person. To inquire about this opportunity, please contact the employer at +91 9544350300.,

For more than 40 years, Accelya has been your partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether we partner with IATA on industry-wide initiatives or enable digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in your hands so you can move further, faster. You will be responsible for providing second-line support for complex technical issues escalated from L1 support, including troubleshooting software, hardware, network, and system problems. Additionally, you will investigate and resolve service requests related to desktop/laptop configurations, software installations, operating systems, network connectivity, and other IT-related issues. Your duties will also involve assisting with the configuration, deployment, and installation of software and hardware, ensuring that all systems meet the organization's technical requirements and standards. In the event of unresolved or critical issues, you will escalate them to L3 support or other relevant technical teams while ensuring proper documentation of all troubleshooting steps and actions taken. You will provide remote support to end-users for troubleshooting and issue resolution using remote desktop tools and other IT support software. Furthermore, you will perform detailed root cause analysis of recurring technical issues, identifying and implementing solutions to prevent reoccurrence. Your collaboration skills will be put to use as you work closely with L1 support teams, IT infrastructure teams, and other departments to ensure efficient incident management and resolution. It is essential to maintain accurate and up-to-date records of incidents, including detailed descriptions of issues, solutions, and follow-up actions in the ticketing system (e.g., ServiceNow, JIRA). You will also provide guidance and training to L1 support team members on troubleshooting techniques, tools, and processes and contribute to knowledge base articles and documentation for internal use. Monitoring system performance and alerts, proactively identifying potential issues before they impact end-users, and providing feedback on processes, procedures, and tools for continuous improvement initiatives aimed at increasing the efficiency and effectiveness of the support team are also part of your responsibilities. To be successful in this role, you should have a Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience) along with 1-2 years of experience in IT support, troubleshooting, or a similar technical role. Strong knowledge of operating systems (Windows, macOS, Linux) and experience troubleshooting system performance, software issues, and networking problems are required. Familiarity with IT service management platforms (e.g., ServiceNow, JIRA) and ticketing systems is also essential. Excellent problem-solving and analytical skills, effective communication skills, organizational and time-management skills, as well as the ability to work well independently and as part of a team are crucial for this role. Preferred qualifications include IT certifications such as CompTIA A+, Microsoft Certified: Windows, Network+, or equivalent, experience with remote desktop and support tools, familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN), and experience supporting cloud-based applications and services. Accelya offers an open culture and challenging opportunity to satisfy your intellectual needs, flexible working hours, a smart working environment with hybrid remote/office setup, work-life balance, and an excellent, dynamic, and multicultural environment. About Accelya: Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers, and take control of their retailing. Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya is trusted by industry leaders to deliver now and deliver for the future. The company's passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya is proud to deliver leading-edge technologies to customers including through partnerships with AWS and through the pioneering NDC expertise of the Global Product teams. Accelya enables innovation-led growth for the airline industry and puts control back in the hands of airlines. If you are looking to be a part of shaping the future of the air transport industry, whether you're an industry veteran or someone with experience from other industries, Accelya is where your ambitions can become reality. Visit www.accelya.com for more information.,

The role of a Supply Chain Consultant (SCC) involves managing the commercial and contractual relationship with external vendors and suppliers. Working closely with the HR Ops team, the SCC plays a crucial role in supporting the migration of business from ICPs to TSW direct entities. Key Responsibilities: Documentation: Create and maintain a master database with structured folders for each country, ensuring regular updates to reflect any changes in vendor requirements or country legislation impacting daily operations. Sales Consultation: Offer consultation support to Sales and Account Management teams regarding services and solutions provided by vendors in different countries. Escalation Handling: Collaborate with Ops team and ICP/PSP to address tier 2 escalations, conduct root cause analysis, and work towards timely resolution. ICP Consultation: Conduct meetings with ICPs to facilitate the transition of Employer of Records services to direct entities as part of business change initiatives. Onboarding & Terminations: Coordinate with Legal & Compliance team to manage onboarding/offboarding processes for new ICPs or services, ensuring the execution of process checklists for smooth operations. Service Scorecards: Prepare and maintain service scorecards for each vendor, gather monthly feedback from ops teams, and update scorecards accordingly. Service Review Meetings: Schedule and conduct periodic service review meetings with vendors to discuss performance based on scorecards. Cascade Communication: Act as a communication channel between TSW Ops teams and external vendors to relay updates and changes impacting service lines effectively. Desired Characteristics: Strong interpersonal communication skills to effectively communicate business needs to supply chain network. Ability to analyze client requirements and negotiate service offers with external vendors. Proficient in detailed planning, organizing, and multitasking. Capability to collaborate with multiple stakeholders and build strong relationships. Measure of Success: Timely onboarding/offboarding of vendors. Resolution of all BAU escalations within agreed timelines. Completeness of documentation. Successful migration of work to direct entities as per targets.,

Position: Customer Service Executive CTC: 2.8 LPA (Fixed) Work Location: HYD Work Schedule: 6 days working with 1 fixed week off (between Monday and Friday). Saturday and Sunday will be mandatory working days , and no week-offs will be granted on weekends. Job Description: Job Summary: We are seeking a dedicated and customer-focused individual to handle incoming and outgoing calls , including onboarding calls . The candidate should be able to manage queries efficiently and deliver a high level of customer satisfaction. Key Responsibilities: Manage inbound and outbound calls professionally. Conduct onboarding calls and assist new users with platform-related queries. Accurately log calls and escalate unresolved concerns. Ensure proper communication and follow the required call flow. Maintain availability as per the assigned shift and process norms. Required Skills: Strong communication skills Fluency in English, Telugu, and Hindi is preferred Basic computer knowledge and typing skills Eligibility: Any graduate (any degree) is eligible Freshers or experienced candidates are welcome

The Assistant Manager Back Office Operations (HVAC LOB Line of Business) role based in Mohali (100% On-site) during US Shift (4:30pm - 6:30am IST) is crucial for enhancing operational efficiency and customer experience within the HVAC business division. As the Assistant Manager, you will be responsible for overseeing various customer-facing and internal processes to ensure seamless day-to-day operations. Your role will involve providing essential support to field technicians, customer service teams, and internal performance and training functions. Your primary responsibilities will include: - Managing customer operations by handling inbound requests, coordinating escalations, and monitoring call quality to enhance customer experience metrics. - Facilitating real-time communication with HVAC technicians in the field, tracking service schedules, and verifying service completion logs. - Coordinating procurement activities with vendors for HVAC equipment, parts, and tools, and maintaining purchase logs. - Administering loyalty programs, tracking customer servicing activities, and managing internal performance incentives. - Leading team meetings, conducting call quality audits, monitoring training adherence, and identifying process improvements. We are seeking a dynamic individual with strong project management, leadership, and adaptability skills. The ideal candidate should have at least 4-8 years of relevant experience in back office operations, customer success, or service-based business operations, preferably in industries like HVAC, field service, logistics, healthcare, or repair & maintenance. Proficiency in Microsoft Excel, ticketing systems (e.g. ServiceTitan or Zoho), and CRM tools is essential. Experience in operational reporting, SOP management, and performance tracking is highly desirable. Candidates with a background in call center/BPO roles or tele-sales positions are not suitable for this position. This role is focused on operations management rather than customer call handling. If you are ready to make a significant impact on field operations and thrive in a structured yet adaptable environment, we encourage you to apply and be a key contributor to our operational success.,

The purpose of this role is to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team. Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting. Acknowledge client cases as per the SLAs defined in the contract. Access client tool and log all incoming client cases accurately on the internal tool as per contract. Accurately document all pertinent case information such as case number, case type, etc. of daily cases received. Follow standard processes and procedures to track and prioritize all client cases. Accurately update the internal tool with daily cases and forward the same to respective agents and QAs. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization. Maintain and timely update internal tool for agents to speed up response time. Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution. Ensure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basis. Monitor compliance with service agreements to avoid legal challenges. Share recorded case logs and status reports with clients and supervisors on a daily basis. Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines. Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool. Develop deep understanding and use of client tool to effectively perform day-to-day duties. Access client tool and acknowledge to the client the receipt of the cases as per the SLAs defined in the contract. Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received. Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defined by the client. Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases. Maintain logs and records of all client cases as per the standard procedures and guidelines. Collaborate with the client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases. Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations, and regular reporting. Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software. Maintain a tracker of all cases received along with the allocation information for reporting purposes. Ensure all client cases are resolved as per the defined SLAs and regulatory guidelines defined by the client. Maintain and share the resolution status report with supervisor and client on a daily basis. Share the hourly productivity update report with supervisors and clients on a daily basis. Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt. Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs. Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance. Liaise between the client and internal teams on escalations of serious issues and unique queries. Follow up with agents and QAs to record feedback and ensure compliance to contract SLAs and regulations. Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case. Build capability to ensure operational excellence and maintain superior customer service levels for the existing client. Undertake trainings to stay current with any new features, changes, and updates on client tool. Enroll in product-specific and any other trainings per client requirements/recommendations. Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently. Identifying and document most common problems and recommend appropriate changes to the team leader. Updates job knowledge by participating in self-learning opportunities and maintaining personal networks. Competencies required for this role include Client Centricity, Passion for Results, Execution Excellence, Collaborative Working, Learning Agility, Problem Solving & Decision Making, and Effective communication. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.,

The ideal candidate for this position in Bangalore should have the following skills and qualifications: - Proficiency in calculating Tax and NI components, along with experience in reconciling P11D - Ability to handle voice and email queries from employees, managers, HRBPs, clients, and customers - Excellent communication skills - Prior experience with renowned HRMS systems such as SAP, Workday, and proficient in MS Office applications - Willingness to work in rotational shifts, including night shifts Responsibilities of the role include: - Handling confidential information with professionalism - Managing client escalations, reviews, and daily interactions - Processing requests related to pension, leaves, and taxes - Active involvement in year Start/End activities, UAT/UVT, and auditing cases processed by the team - Guiding the team in resolving complex queries - Being a team player, flexible, and ensuring SLA/KPI are met Candidate Requirements: - Industry Type: ITES/BPO/KPO - Functional Area: ITES/BPO/Customer Service - Education: B.Com - Employment Type: Full Time, Permanent If you possess the above skills and qualifications, we encourage you to apply for this position with Job Code GO/JC/608/2025. For further details, you may reach out to the recruiter Marilakshmi S.,

As India's leading after-sales service provider, Onsitego specializes in offering Extended Warranty, Damage Protection, AMC Plans, and On-Demand Repair Services for electronic devices and home appliances. With a strong commitment to providing "WOW" experiences to customers, we have achieved the highest Net Promoter Score (NPS) globally in after-sales services. Our hassle-free and reliable services are easily accessible through electronic stores and online marketplaces, catering to over 8 million happy customers. We are on a mission to enhance the lives of millions of device users in the nation and invite talented individuals to join us in this impactful journey. Responsibilities: - Create and manage a Service Center network to deliver exceptional after-sales service. - Develop strong relationships with Service Centers. - Collaborate with Service Centers to enhance service quality and efficiency by continuously monitoring and managing their performance. - Efficiently handle and resolve escalations. - Possess good understanding of the Extended Warranty business. - Demonstrate sound technical knowledge of consumer durables and home appliances. - Build a strong market network. Desired Candidate Profile: - Ability to lead and manage a team effectively. - Exceptional problem-solving, interpersonal, and analytical skills with the ability to communicate findings across all levels of the organization. - Possess a Start-up mentality and thrive in a dynamic, fast-paced learning environment. Qualifications: - MBA (Marketing) or a relevant degree. Experience: - Minimum of 10 years in the Service industry, specifically in Consumer Durables. Benefits: - Emphasis on work-life balance with flexible working hours focused on work output. - Well-defined leave policy to support personal commitments and emergencies. - Provision of Mediclaim policy for employees and their families. - Encouragement of professional and company growth in tandem. - Opportunities for continuous learning and skill development.,

As an Operations Manager at Live Eye Surveillance, a U.S.-based AI-driven remote monitoring company with operations in India, you will play a crucial role in leading the surveillance control room located in Mohali. Your responsibilities will include supervising multi-shift operations, managing team performance, optimizing workflows, ensuring SLA compliance, and serving as the escalation point for internal teams and U.S. clients. You will be expected to lead and manage day-to-day surveillance operations across shifts, oversee team leaders, customer care executives, and reporting staff, design and implement SOPs, performance benchmarks, and escalation processes, and coordinate with the U.S. team for operational planning and client feedback. Additionally, you will review surveillance logs and incident reports for accuracy and timeliness, hire, train, and evaluate team performance, enforce discipline and attendance policies, maintain shift rosters, workload planning, and performance dashboards, ensure compliance with data confidentiality and security protocols, and handle client escalations professionally to ensure swift resolution. The ideal candidate for this role should have a minimum of 3-6 years of experience in operations management, preferably in BPO/KPO, surveillance, or ITES. Strong leadership, people management, and communication skills are essential, along with excellent analytical, process management, and escalation handling capabilities. You should be comfortable working night shifts aligned with U.S. time zones, proficient in basic reporting tools such as Excel, CRM, and email communication, and hold a graduate or postgraduate degree in any discipline. This is a full-time, permanent position with a 6-day work schedule in night shifts aligned with U.S. time zones. The role is on-site in Karnal, Haryana. Benefits include health insurance, paid time off, and Provident Fund. If you are a detail-oriented professional with a strong background in operations management and a passion for ensuring operational excellence and client satisfaction, we invite you to apply for this exciting opportunity at Live Eye Surveillance.,

ROLES & RESPONSIBILITIES: Motivating and inspiring the team to surpass their potential. Improving the team and facilitating the communication among the members of the team. Exceeding and meeting departmental objectives, including conversion targets and lead generation. Creating a sense of ownership within the employees and resolving employee issues, if any. Actively encouraging, supporting, and motivating ones peer team. Looking constantly for development as well as continuous improvement for the entire team. Monitoring, organizing, and coaching the team on a day-to-day basis. Communicating the companys purpose, core values, and vision to the front employees. Ensuring that the employees follow their schedules properly as designed. Striving continually for new ways to increase the opportunities for sales. Handling escalated calls, complaints, questions, and queries as necessary. Facilitating cross-functional communication among employees for improved working conditions. Creating a conducive work environment for all the call centers employees. Carrying out team meetings and actively participating in the monthly and weekly meetings. Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets. Skills and Specifications Strong knowledge of customer care techniques and processes. Exceptional analytical and listening skills. Ability to operate well in a call center team environment. Familiarity with several voice-logging systems and tools. Keenness and flexibility to work extended hours. Natural flair for coaching, motivating, and interacting with people. Education and Qualifications Bachelor’s degree in administration, commerce, management, or any related field from an accredited institution. Experience in call center activities. 4 years of experience in telesales, with a minimum of 2 years as a team leader.

Job Title: Nursing Officer Home Healthcare Operations Experience Required: 7+ Years Industry: Healthcare / Home Healthcare Services Employment Type: Full-Time Compensation: As per industry standards Job Overview: We are hiring a highly experienced and dedicated Nursing Officer to lead and manage home healthcare services in North Goa and Surat . This role involves overseeing care delivery, managing a nursing team, developing care plans, handling escalations, and ensuring top-tier service quality for elderly clients. Key Responsibilities: Operations Management: Supervise the daily operations of the home healthcare unit, ensuring timely and efficient service delivery. Team Leadership: Lead a team of nurses and attendants including recruitment, training, performance management, and staff development. Care Plan Management: Design and periodically review personalized care plans in coordination with doctors and medical teams. Issue Resolution: Address escalations from patients or families professionally and ensure effective solutions. Training & Quality Control: Conduct regular training and mentoring programs to maintain high standards of patient care. Vendor Management: Handle empanelment and performance tracking of third-party nursing and attendant service providers. Collaborative Care: Coordinate with physicians, physiotherapists, and social workers for integrated elder care. Desired Candidate Profile: Education: BSc Nursing or GNM (General Nursing and Midwifery) from a recognized institution. Experience: Minimum 5 years of experience in healthcare, with at least 2-3 years in home healthcare services in a managerial/supervisory capacity. Skills & Attributes: Strong understanding of care planning for elderly patients Excellent communication and interpersonal skills Experience in training, mentoring, and people management Strong problem-solving and escalation handling skills Exposure to vendor empanelment and monitoring processes

You will be responsible for organizing training programs on Planning & Installation for all new dealers. It is essential to maintain profitability as per the costing provided by the sales team. Handling all major projects and ensuring they are completed within the agreed timelines is a key part of this role. You will need to visit all dealer jobs periodically to maintain the quality of Installation as per the standards set by the company. Training and developing the dealer team on all new products introduced will also be one of your tasks. Building and maintaining good relationships with key customers during the installation stage and collecting satisfaction letters is crucial. Preparing and providing necessary cost variance reports for all major jobs executed is a part of your responsibilities. Releasing timely work orders to dealers on NAD / Key customer jobs is also important. Submitting necessary documentations and bills to customers and ensuring timely collection is another aspect of this role. You will be required to provide continuous feedback on the product quality to the Product Managers and contribute to improvement efforts. Supporting Channel Partners with necessary spares during pre-commissioning failures is also part of the job. Preparing pre-commissioning failure reports to Quality / Factory and obtaining necessary credit to branch is essential. Claiming timely insurance on damaged machines delivered at warehouse/sites and following up for necessary settlement is also part of your duties. Ensuring credits for spares issued during pre-commissioning failure from the factory is crucial. Lastly, you will need to ensure there are no escalations, and in case of any escalations, resolve them at the earliest.,

You are a seasoned Inside Sales Manager with 5-6 years of experience as a Sales Team Leader, seeking a challenging role at SaffronStays, a company that curates private vacation home experiences across India. As the Inside Sales Manager, you will play a key role in leading, managing, and expanding the sales team in order to meet monthly sales targets and build strong relationships with travel agents and channel partners. Your primary responsibilities will include hiring, training, and managing the sales team to ensure high performance and low attrition rates. You will be responsible for timely lead management, driving conversions, and improving lead-to-booking ratios. Additionally, you will handle sales escalations, assist with large deals, weddings, and events, and maintain effective sales processes, CRM hygiene, and pipeline reviews. The ideal candidate will have a background in hospitality or travel sales and possess a MMS/MBA (Marketing)/BMS/BBA qualification. If you have a proven track record of inspiring teams, driving results, and creating memorable guest experiences right from the first call, we encourage you to apply and be a part of our rapidly growing team at SaffronStays. Join us in our mission to bring families together in authentic and memorable spaces across India. Visit our company website at www.saffronstays.com to learn more about our exclusive vacation homes.,

As the APAC Lead for ByteDance's User Support Team, you will play a crucial role in overseeing User Support operations across India and Malaysia. Your responsibilities will include leading and mentoring a group of 58 Team Leaders, ensuring alignment with global standards and excellence in delivery. You will work closely with LOB Delivery Leads to ensure the seamless delivery of specialized support scopes such as Account Security and Age Support. Additionally, you will drive performance management through regular check-ins, 1:1s, career development planning, and coaching for both direct and indirect reports. Collaboration with the Global Head of User Support is key in setting clear performance targets across CSAT, SLA, and quality metrics. You will monitor KPIs, analyze root causes, and develop recovery plans in collaboration with team leads. Working with cross-functional teams, you will drive improvements in tooling, workflows, and escalation management. Identifying headcount and capacity planning needs across the region, you will support business cases and trade-off decisions where necessary. Your role will also involve ensuring regional adherence to global policies, advocating for localization, and scalability where relevant. Continuous improvement and innovation within support operations will be championed by you, collaborating closely with global leadership to translate strategic priorities into actionable regional plans. To qualify for this role, you should have a Bachelor's degree or equivalent experience in Customer Support, Trust & Safety, or a related function within the tech or media industry. With a minimum of 5 years of experience in support operations, including at least 2 years managing managers or mentoring leads across locations, you should have a proven track record of delivering strong customer experience outcomes. Your ability to lead distributed teams and collaborate cross-functionally in fast-paced, high-growth environments will be crucial to your success. Preferred qualifications include excellent analytical, communication, and stakeholder management skills, with fluency in English required. A strong understanding of regional cultural nuances and support needs in India and Southeast Asia will also be advantageous. ByteDance, founded in 2012, aims to inspire creativity and enrich life through its suite of products, including TikTok, Lemon8, CapCut, and Pico. As a ByteDancer, you will be part of a diverse, global team working towards creating value for communities, inspiring creativity, and enriching lives. The company's commitment to diversity and inclusion ensures that employees are valued for their skills, experiences, and unique perspectives. Join ByteDance to be part of a team that leads with curiosity, humility, and a desire to make an impact in a rapidly growing tech company. With a focus on continuous iteration and fostering an "Always Day 1" mindset, you will have the opportunity to achieve meaningful breakthroughs and grow together. As part of ByteDance, you will be contributing to a workplace that celebrates diversity and promotes physical and mental wellbeing for all employees.,

You will be responsible for providing exceptional customer support through inbound voice calls in a professional and courteous manner. Your main tasks will include addressing customer queries, troubleshooting issues, and providing resolutions as per 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 follow up to ensure a quick resolution. Accuracy in maintaining records of customer interactions and transactions will be essential. Meeting individual and team targets in terms of call handling, resolution time, and customer satisfaction metrics will also be part of your responsibilities. To qualify for this role, you should have a minimum of 6 months of relevant experience in the International Voice Process or Customer Support role. Excellent communication skills (verbal and written) with a strong command of English are a must. You should have a typing speed of 30 WPM with 95% accuracy and the ability to work efficiently in a night shift environment (6 PM to 10 AM). A maximum of 3 months of employment gap is allowed, and previous experience in BPO, ex-comms, or international voice is preferred. Strong problem-solving skills and the ability to manage customer concerns effectively are key requirements for this position. The interview process will consist of an HR Round for initial screening and discussion of the role and benefits, a VNA (Voice & Non-Voice Assessment) to test your communication skills and situational responses, and an Ops Interview to assess your process knowledge and ability to handle calls. This is a full-time, permanent position with night shift and rotational shift schedules. The work location is in person at Yerwada, Pune.,

For more than 40 years, Accelya has been your partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in your hands so you can move further, faster. You will be responsible for: - Providing advanced troubleshooting as second-line support for complex technical issues escalated from L1 support, including troubleshooting software, hardware, network, and system problems. - Investigating and resolving service requests related to desktop/laptop configurations, software installations, operating systems, network connectivity, and other IT-related issues. - Assisting with the configuration, deployment, and installation of software and hardware, ensuring that all systems meet the organizations technical requirements and standards. - Escalating unresolved or critical issues to L3 support or other relevant technical teams while ensuring proper documentation of all troubleshooting steps and actions taken. - Providing remote support to end-users for troubleshooting and issue resolution, using remote desktop tools and other IT support software. - Performing detailed root cause analysis of recurring technical issues, identifying and implementing solutions to prevent reoccurrence. - Collaborating with L1 support teams, IT infrastructure teams, and other departments to ensure efficient incident management and resolution. - Maintaining accurate and up-to-date records of incidents, including detailed descriptions of issues, solutions, and follow-up actions in the ticketing system (e.g., ServiceNow, JIRA). - Providing guidance and training to L1 support team members on troubleshooting techniques, tools, and processes. Contributing to knowledge base articles and documentation for internal use. - Monitoring system performance and alerts to proactively identify potential issues before they impact end-users, following established protocols. - Providing feedback on processes, procedures, and tools and contributing to continuous improvement initiatives aimed at increasing the efficiency and effectiveness of the support team. You should have: - A Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent experience). - 1-2 years of experience in IT support, troubleshooting, or a similar technical role. - Strong knowledge of operating systems (Windows, macOS, Linux) and experience troubleshooting system performance, software issues, and networking problems. - Familiarity with IT service management platforms (e.g., ServiceNow, JIRA) and ticketing systems. - Excellent problem-solving and analytical skills with a methodical approach to diagnosing and resolving issues. - The ability to effectively communicate technical concepts to both technical and non-technical users. - Strong organizational and time-management skills, with the ability to handle multiple tickets and prioritize tasks effectively. - The ability to work well independently and as part of a team, collaborating with cross-functional teams as needed. - Strong attention to detail and documentation skills. Preferred qualifications include: - IT certifications such as CompTIA A+, Microsoft Certified: Windows, Network+, or equivalent. - Experience with remote desktop and remote support tools. - Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN). - Experience supporting cloud-based applications and services. Accelya offers an open culture and challenging opportunity to satisfy your intellectual needs, flexible working hours, smart working in a hybrid remote/office environment, work-life balance, and an excellent, dynamic, and multicultural environment. About Accelya: Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers, and take control of their retailing. Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya is trusted by industry leaders to deliver now and for the future. The company's passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya is proud to deliver leading-edge technologies to customers including through its partnership with AWS and through the pioneering NDC expertise of its Global Product teams. Accelya enables innovation-led growth for the airline industry and puts control back in the hands of airlines. Visit www.accelya.com for more information.,

As a Customer Service Representative, your primary responsibility is to interact with customers in a professional and timely manner through phone, email, and live chat. You will be expected to address and resolve customer inquiries related to shipping, delivery, tracking, and billing to ensure a positive outcome for the customer. Your role will also involve assisting customers with placing orders, making changes to orders, and providing updates on the status of their shipments. It is essential to provide accurate and up-to-date information on shipment status, delays, and any other related queries that customers may have. In situations where customer issues require higher-level intervention, you should be able to identify and escalate them while maintaining ownership until a resolution is reached. Additionally, gathering and documenting customer feedback will be crucial in improving service quality and identifying areas for enhancement. You will play a key role in contributing to the development and maintenance of the company's knowledge base and FAQ resources. Collaboration with the operations, sales, and logistics teams is essential to ensure smooth coordination and overall customer satisfaction. Furthermore, your responsibilities will include generating and analyzing customer service reports to track performance metrics and identify trends that can help enhance the customer service experience. Your dedication to providing excellent customer service and your ability to work effectively with cross-functional teams will be critical to your success in this role.,

Responsible for Business development through acquisition and retention of clients Broking & Distribution. Key Deliverables 1. This will be B2C sales 2. Managing end to end process of customer support 3. Efficiently maintaining customer relationship and customer 4. management. 5. Providing meaningful business insights. 6. Responsible for timely resolution of queries & Escalations 7. Work on adhoc activities/ Projects assigned by reporting manager Role Requirements 1. Prior Experience 6 months plus yr of experience in tele calling industry 2. Strong communication and negotiation skills. 3. Basic knowledge of financial products and services. 4. Candidates from BFSI Industry will be preferred. Job Types: Full-time, Permanent Benefits: Provident Fund Schedule: Fixed shift Monday to Friday Morning shift Performance bonus Application Question(s): Basic knowledge of financial products and services. Education: Higher Secondary(12th Pass) (Preferred) Experience: Telecalling Industry: 1 year (Preferred) Sales: 1 year (Preferred) BFSI Industry: 1 year (Preferred) B2C Sales: 1 year (Preferred) Language: Hindi (Preferred) English (Preferred) Location: Mumbai, Maharashtra (Preferred) Work Location: In person,

Job Description: Lead and manage a team of customer support executives handling international voice, email, or chat processes Monitor team performance and ensure achievement of KPIs such as CSAT, FCR, AHT, and SLA adherence Provide guidance, coaching, and support to team members to improve performance and productivity Handle escalated customer queries and ensure prompt resolution Conduct regular team meetings, performance reviews, and feedback sessions Prepare daily/weekly reports and communicate updates to management Collaborate with quality, training, and workforce management teams to align on performance and goals Ensure process compliance and adherence to company and client policies Promote a positive work environment focused on customer satisfaction and team engagement

Join SpaceBasic, Asias leading AI-powered campus automation platform. We’re hiring an Implementation Lead to manage university rollouts, train staff, and ensure successful adoption. Be the bridge between Product, Sales, and our customers. Health insurance Annual bonus

Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery performance of the team The role will also require the individual to motivate, mentor, coach and groom the team Required Candidate profile Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints. Ensure team meets/exceeds metrics: CSAT, FCR, AHT, resolution rate Perks and benefits Perks and Benefits

Role & responsibilities Make outbound calls to customers with overdue payments. Explain the due amount, payment terms, and consequences of non-payment. Negotiate repayment plans when required. Maintain accurate records of calls, payments, and follow-ups in the system. Coordinate with the field team regarding the payments and follow-ups. Follow escalation processes for non-cooperative customers. Meet daily, weekly, and monthly recovery targets. Provide regular updates to team leads or supervisors.

I. Position Summary Service Support Analyst play a crucial role in Managing customer support operations Ensuring high-quality service delivery Promoting customer satisfaction They combine technical expertise, leadership skills, and a customer-centric approach to drive excellence in service support within an organization. II. Skills and Competencies Excellent Written and Oral communication skills Interpersonal skills Logical thinking and decision making III. Minimum Qualifications and Experience Graduate fresher with PDC Undergraduate with 1+ years of experience in customer support voice process.

Job Title: Deputy Manager Team Leader Division: Lead Management System Location: Ghansoli (Mahape – Navi Mumbai) Experience Required: 4 to 8 years (Sales/Telesales experience preferred) Qualification: Bachelor's degree in Administration, Commerce, Management, or a related field Compensation: Fixed Salary + Incentives + Annual Bonus + Medical Benefits Employment Type: Full-Time | Work from Office Function Area: Team Management / Tele Sales About the Role: We are seeking a dynamic and experienced Deputy Manager to lead our high-performing telesales team. The ideal candidate will have a proven track record in team leadership, sales strategy execution , and employee performance enhancement . This is an exciting opportunity to shape a growing team within our Lead Management System division. Key Responsibilities: Motivate, coach, and inspire team members to exceed performance expectations. Lead team communications, ensuring clarity, consistency, and alignment with business goals. Drive team targets around lead conversion, customer acquisition, and sales. Create a strong sense of ownership and accountability within the team. Resolve employee issues, conflicts, and ensure a positive team environment. Provide hands-on training, coaching, and daily performance feedback. Monitor team schedules, ensure adherence, and manage absenteeism. Take ownership of escalated calls and customer grievances. Facilitate cross-functional collaboration to improve operational efficiency. Conduct team meetings and actively participate in weekly/monthly reviews. Maintain detailed reports of individual and team performance, ensuring target achievement. Promote continuous improvement and development opportunities for the team. Drive innovative approaches to boost team motivation and sales conversions. Skills & Competencies: Strong understanding of telesales processes and customer care techniques. Exceptional communication, leadership, and problem-solving skills. Ability to coach, mentor, and manage performance in a call center environment. Comfortable handling voice-logging systems, CRM tools, and telephony platforms. Analytical mindset with the ability to interpret performance metrics. Adaptable, flexible, and open to working extended hours when needed. Eligibility Criteria: Minimum 4 years of experience in telesales or call center operations. At least 2 years of experience in a Team Leader or Supervisory role. Bachelor’s degree in business, management, or a related discipline. Prior experience in financial services, insurance, or telecom sectors is a plus.

Customers centricity - Internal policies awareness and issue management - Basic MS Excel, Word and Outlook - Good Written communication - Client communication capability Attrition control by ensuring people are taken care and well guided and their controllable issues are closed with transparent approach. Giving focus to new people by helping them to adjust in work environment and to supervisors for closure of the same like. Client KPI measurement, review with internal team and track in his review with team Ensuring ABCD ranking of his Team (CSA/TL) - Taking initiatives for process improvement Reduce client escalations my tacking open points in customer VOC/VOB, review, MOMS etc. - Study market for process comparison and share analysis with External and Internal customer team Eligibility Criteria .Qualification HSC. . Experience Min 1- 3 Years as an Am or Sr. TL for more than a year Experience preferred from Inbound process Process and product awareness Industry and domain knowledge