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4 Escalation Management Jobs

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Max: 25 years

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Ford Motor Company

5.0 - 9.0 years

Chennai, All india

On-site

As an Incident Manager at our company, you will play a crucial role in leading the incident management process to promptly resolve and restore our IT operations. Your responsibilities will include managing Critical and High Incident bridges, Communications, and Awareness, ensuring effective management and escalation of Major, Critical, and High Incidents. You will also need to stay informed about ongoing Critical and High Incidents that could impact business operations and facilitate engagement, management, and timely escalation of all Incident Management related issues to the relevant parties. Key Responsibilities: - Proficient in communicating effectively with senior management up to direc...

Posted 1 week ago

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Head of Service Management

confidential

8.0 - 12.0 years

Pune, All india

On-site

As the incumbent, your role as the IT Infrastructure Operations Manager will involve overseeing the smooth and seamless 24x7 Global IT Infrastructure Operations. You will be responsible for ensuring excellent ITIL Incident/Change/Service Request/Problem Management. Additionally, you will need to provide exceptional people management to your direct reports based in Pune. Your key responsibilities will include: - Ensuring proactive capacity management and driving continuous improvement efforts by identifying wasted effort and promoting more efficient support practices - Working closely with CLSA regional IT teams, Global Markets Technology software development, Platform Engineering, End-User S...

Posted 2 weeks ago

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Senior Executive - Social Media

Manpowergroup Services India

2.0 - 7.0 years

3 - 10 Lacs

Gurgaon, Haryana, India

On-site

Ensure wing to wing resolution ofsocialmediacases with utmost accuracy and deliver best in class service, Final resolution to be communication to customers Ensure Real Time Response onsocialmediaplatform basis customer sentiments and ensure business reputation is maintained Raise red flags for high aging cases and Highlight intra and inter dept errors for resolution To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer...

Posted 3 weeks ago

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Sr. Technical Program Manager, AP TPM Team

Amazon

3.0 - 8.0 years

50 - 55 Lacs

Gurugram

Work from Office

Interested to build the next generation Ficial Systems that can handle billions of dollars in transactionsInterested to build highly scalable next generation systems that could utilize Amazon Cloud Massive data volume + complex business rules in a highly distributed and service oriented architecture, a world class information collection and delivery challenge. Our challenge is to deliver the software systems which accurately capture, process, and report on the huge volume of ficial transactions that are generated each day as millions of customers make purchases, as thousands of Vendors and Partners are paid, as inventory moves in and out of warehouses, as commissions are calculated, and as t...

Posted 4 weeks ago

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Exploring Escalation Management Jobs in India

The job market for escalation management roles in India is growing rapidly as companies focus on providing top-notch customer service and support. Escalation managers play a crucial role in handling complex customer issues and ensuring timely resolution. If you are considering a career in escalation management, here is a detailed guide to help you navigate the job market in India.

Top Hiring Locations in India

Bangalore
Mumbai
Delhi
Hyderabad
Pune

These cities are known for their thriving tech industries and are hotspots for companies hiring for escalation management roles.

Average Salary Range

The average salary range for escalation management professionals in India varies based on experience level: - Entry-level: ₹3,00,000 - ₹5,00,000 per annum - Mid-level: ₹6,00,000 - ₹10,00,000 per annum - Experienced: ₹12,00,000+ per annum

Career Path

In the field of escalation management, career progression typically follows a path similar to the following: - Escalation Specialist - Escalation Manager - Senior Escalation Manager - Director of Customer Support

Related Skills

In addition to expertise in escalation management, professionals in this field often benefit from having skills in: - Customer service - Problem-solving - Communication - Conflict resolution - Data analysis

Interview Questions

What is your experience with handling high-priority customer escalations? (medium)
How do you prioritize and manage multiple escalations simultaneously? (basic)
Can you give an example of a challenging escalation you resolved successfully? (advanced)
How do you ensure effective communication with both customers and internal teams during escalations? (medium)
How do you stay calm under pressure when dealing with escalated situations? (basic)
Have you ever had to escalate an issue internally within your organization? How did you handle it? (advanced)
How do you track and measure the success of your escalations? (medium)
What strategies do you use to prevent escalations from reoccurring? (medium)
How do you handle escalations from irate customers? (basic)
Can you walk us through your approach to conducting a root cause analysis for escalations? (advanced)
How do you collaborate with other departments to resolve escalations effectively? (basic)
How do you ensure confidentiality and data privacy when handling sensitive customer escalations? (medium)
Describe a time when you had to make a difficult decision during an escalation. How did you approach it? (advanced)
How do you stay updated on industry trends and best practices in escalation management? (basic)
What tools or software do you use to streamline the escalation management process? (medium)
How do you build and maintain strong relationships with customers to prevent escalations? (basic)
Have you ever had to de-escalate a situation with an angry customer? How did you handle it? (advanced)
How do you handle escalations that require input from multiple stakeholders across different teams? (medium)
How do you ensure that escalations are resolved within the defined SLAs? (basic)
Can you provide an example of a time when you had to think outside the box to resolve a complex escalation? (advanced)
How do you handle escalations that involve technical issues you may not be familiar with? (medium)
How do you maintain a positive and solution-oriented mindset when dealing with challenging escalations? (basic)
How do you ensure that your team is trained and equipped to handle escalations effectively? (medium)
How do you handle escalations that require you to make decisions that may not align with company policies? (advanced)

Closing Remark

As you venture into the world of escalation management jobs in India, remember to showcase your problem-solving skills, communication abilities, and leadership qualities during the interview process. Prepare well, stay confident, and pursue your career goals with determination. Good luck!

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