171 Escalation Handling Jobs - Page 7

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

Senior Collection Agent is responsible for managing high-value and complex accounts to ensure timely recovery of outstanding dues while also assisting in assessing and monitoring customer credit risk.

Position: Assistant Manager Customer Escalation Handling (Logistics) Location: Bengaluru Experience Needed: 4–8 years (preferred) What you’ll be doing: Lead a team that handles customer complaints & escalations related to logistics / delivery issues . Coordinate between customers, internal teams, and senior management to resolve problems quickly. Use Excel (Pivot Tables & VLOOKUP) to track and analyze issues. Ensure smooth communication and timely resolution of high-priority cases. Who we’re looking for: Someone who has managed a team in a logistics, supply chain, e-commerce, or courier company. Strong communication & people management skills . Good with Excel (especially Pivot & VLOOKUP). Calm under pressure, quick problem solver, and customer-focused.

Job overview: We are hiring a Service Manager to manage and support our field Service Engineer team . The ideal candidate will have hands-on experience in coordinating service operations for commercial products and must be capable of efficiently handling customer support and engineer scheduling. This role bridges the gap between customers and field service, ensuring smooth operations and customer satisfaction. What will you do? (Responsibilities): Lead & Manage Service Operations Oversee the daily operations of the service team, ensuring optimal performance and customer satisfaction. Develop and implement service strategies, preventive maintenance schedules, and operational standards. Monitor service metrics, analyse performance trends, and initiate process improvements. Team Leadership & Development Establish the service function from scratch Lead by example with a strong work ethic, precision, and attention to detail in every task. Implement clear processes for task allocation, service tracking, and performance monitoring. Provide continuous skill development through structured training on machine installation, calibration, troubleshooting, and preventive maintenance. Build a high-accountability culture where issues are resolved on the first visit and follow-ups are proactive, not reactive. Motivate and retain talent through recognition, growth opportunities, and clear performance goals. Customer Service Excellence Treat the customer as the ultimate priority — ensuring every action aligns with delivering exceptional service. Act as the final escalation point for critical issues, personally ensuring swift, effective resolutions. Oversee flawless machine installation and commissioning, with precise calibration tailored to client taste and operational requirements. Maintain constant communication with customers during service interventions, ensuring transparency and trust. Implement a structured feedback loop to capture insights, improve processes, and elevate the customer experience. Technical Expertise & Support Diagnose and resolve complex mechanical, electrical, and software-related issues in automated vending machines. Replace faulty components and ensure machines meet operational standards. Train customers and client staff on machine operation, cleaning, and basic troubleshooting procedures. Inventory & Logistics Coordination Ensure critical spare parts, consumables, and tools are available when and where they are needed. Share accurate service forecasts, preventive maintenance plans, and breakdown trends to help logistics plan stocking and dispatch. Coordinate part requirements for urgent breakdowns, ensuring priority shipments to minimize customer downtime. Track part usage in collaboration with the logistics team to spot recurring failures and recommend preventive actions. Ensure smooth alignment between service schedules and part availability, enabling first-time-fix resolution for customers. Maintain open, proactive communication with logistics to avoid delays, stock-outs, or misallocations. What do we need? (Requirements): 6–8 years of experience in service coordination/support for commercial or technical products. BE., in ECE / EEE / Mechanical Engineering. Prior experience handling field service for commercial products (e.g., industrial machines, electrical/electronic devices), preferably vending machines. Strong coordination, documentation, and communication skills. Ability to work under pressure and manage multiple service requests. What will you enjoy? (Benefits): Innovative and hustler colleagues Experienced mentors Excellent learning and growth opportunities Competitive salary Employee friendly policies Frequent engagement activities with colleagues We are encouraged to take regular breaks, and breaks are always powered by food, snacks, and beverages.

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 call 7697428237 Required Candidate profile Prior exp in healthcare in Claims process Or Any International BPO Exp. Experience: Minimum 3 years in a BPO Healthcare process, with at least 1 year as a Team Lead.