949 Escalation Management Jobs - Page 35

About the Team: The Meesho AI Services team is dedicated to revolutionizing customer support through cutting-edge AI technologies like chatbots, voicebots, and predictive analytics. We will partner with call centers and BPOs to deliver seamless, efficient, and customer-focused operations. In addition to driving technology and process excellence, we actively manage client and partner relationships to ensure alignment on goals and continuous improvement. If you re passionate about AI, building strong partnerships, and creating impactful change, this is the team for you! About the Role: As a Senior Associate - Quality, Training, Process Excellence, and Escalations , you will support efforts to enhance customer and seller support operations through high-quality service delivery, efficient processes, and innovative tools. You will contribute to initiatives focused on training, quality assurance, process improvement, and the thoughtful adoption of GenAI technologies. This role is ideal for someone with hands-on experience in support operations, a keen interest in technology-driven solutions, and a drive to improve service performance through collaboration and continuous learning. What will you do Support GenAI Adoption Operational Improvements: Assist in integrating GenAI tools to improve support workflows and enhance the efficiency of customer and seller interactions. Contribute ideas and execute plans that help teams make better decisions and deliver more personalized, responsive support. Contribute to Quality Assurance Initiatives: Help implement quality monitoring practices and analyze support data to identify areas for improvement. Collaborate with team leads to ensure consistent service delivery and share insights that improve customer experience. Deliver and Improve Training Programs: Work with training leads to design and deliver scalable training content, including AI-driven modules. Help keep training material up-to-date and relevant to evolving customer needs and product changes. Enhance Process Excellence Efforts: Participate in process audits and support the design of process improvements that enhance efficiency and consistency. Document best practices and assist with rolling out operational updates to support teams. Support Escalation Management: Assist in managing and tracking complex support escalations, ensuring timely and effective resolution while identifying trends for long-term improvements. What will you need 1 to 3 years of experience working with AI tools, customer service processes, or quality/training programs, preferably in a support operations environment. Familiarity with GenAI technologies and a strong interest in learning how to apply them to real-world service challenges. Attention to detail and strong analytical skills to help assess quality data, identify trends, and recommend improvements. Good communication and collaboration abilities , with experience working across teams to implement process or training updates. Proactive mindset , eager to learn and contribute to a culture of continuous improvement and service excellence.

The Regulatory Intelligence, Safety and Compliance (RISC) teams charter is to protect Amazon customers from products that are illegal, illegally marketed, unsafe, or otherwise prohibited by Amazon policies. In this role, you will be part of our escalation team, solving cross-functional high-visibility issues impacting our customers and business. You will coordinate across multiple verticals to not only mitigate immediate risks, but also to identify and drive systemic improvements to scale our impact. This role combines fast-paced action with in-depth analysis and opportunities to think big. Manage end-to-end escalation lifecycle including intake, deep dive, issue resolution, root cause analysis, identification and implementation of preventative actions, and summarizing outcomes. Coordinate various stakeholder groups (such as Legal, Tech, Ops, etc) involved in escalations to deep dive, drive alignment, and implement solutions. Build and improve escalation management mechanisms. Analyze data to identify trends and actionable learnings across escalations in order to define and implement systemic program and technical solutions. Summarize findings and present write-ups to senior leadership. About the team Here at Selling Partner Services, we embrace our differences. We are committed to furthering our culture of inclusion. We have 14 employee-led affinity groups, reaching 10,000+ employees in chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our DEI Ambassador Program. Amazon s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust. Bachelor s degree or equivalent experience 2+ years experience in program management, incident/escalation management, or risk management Experience completing root cause analysis Experience writing for leadership audience English language comprehension, verbal and written skills Experience developing new programs and mechanisms Experience working with legal and technical stakeholders Experience presenting findings and recommendations to senior leadership Experience managing multiple projects simultaneously, including short term and long term deliverables Experience coordinating actions across multiple teams with competing priorities Experience analyzing data to identify trends

Hi, We are hiring for Leading ITES Company Team Lead - Collections Role Job Description: 5 to 7 years of overall experience At least 3 years of B2B (Business to Business) Collections experience. Complete and thorough understanding of B-2-B Collections work modalities and requirement Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management) Excellent Verbal and Written Communications skills Oversight on the team and ensuring daily BAU. Manage day to day operations functions of team management and performance delivery. Review and resolve issues. Meeting KPIs and client defined targets. Training and coaching on floor. Quality and feedback for team members for driving performance. Perform quality evaluations and provide coaching/feedback on performance to team members. Process Improvement and increasing efficiencies. Communication with internal and external stakeholders Reporting and analysis on reports and avenues for improvement. Work in Collections target orientation environment Experience in managing the teams and operations in Contact Centre in a Collections operations Environment. Fair understanding on Quality tools and methodology Manage shrinkage & absenteeism, attritions etc. Outlier agent support/management Proactively communicates process exceptions & deviations to Manager, and bottlenecks to process stakeholders as required. Prepare weekly and monthly decks highlighting performance, achievements, areas of improvement and action items to address any gaps 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 Key Skills a) Any Graduate b) Min 5 Years of Overall Exp c) Min 3 Years Experience in B2B/B2C Collections To Apply for Team Lead - Collection Role in Gurgaon . Copy and Paste the below link https://outpace.in/job/team-lead-collections/ To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: > Click on Start option to Apply and fill the details > Select the location as Other and Type : Job Code # 326

Are you passionate about project delivery and transformation within a global framework? We are hiring a Project/Program Management Lead to support governance, business analysis, and portfolio management. Work with cross-functional teams across regions to drive change, track performance, and deliver value through structured project execution. Your Future Employer: is a global business services and solutions provider supporting diverse industries through transformation, compliance, and operational excellence. Responsibilities: Tracking and monitoring key programs, strategic initiatives, and project portfolios. Generating project reports and dashboards for governance and leadership communication. Managing financial tracking, resource planning, and project documentation. Supporting risk and issue management, milestones, dependencies, and action items. Performing business analysis, impact assessments, and requirement gathering for insurance domain projects. Preparing executive-level project presentations, maintaining reporting materials and project registers. Ensuring compliance with internal policies and external regulations, while driving continuous process improvement. Requirements: Graduate or Postgraduate in any discipline; PMP, Prince2, APM, or Agile certification preferred. 68 years of project/program management experience, preferably in a consulting or shared services setup. Strong communication, stakeholder management, and presentation skills. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint); experience with Power BI or MS Project is a plus. Ability to manage shifting priorities, work independently, and maintain high attention to detail. Whats in it for you? Opportunity to work on global transformation initiatives in a leadership role. Professional growth in a structured, high-performance environment. Exposure to diverse business functions and strategic initiatives. Reach Us: If you think this role aligns with your career goals, write to abhishek.pushkar@crescendogroup.in with your updated CV for a confidential discussion. Disclaimer: Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging, memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Note: We receive many applications daily and may not be able to respond to each candidate individually. If you do not hear from us within 1 week, please assume your profile was not shortlisted. Your patience is highly appreciated. Scammers can misuse Crescendo Globals name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at www.crescendo-global.com and report fraud immediately. Stay alert! Profile Keywords: Crescendo Global, project management, PMP, financial tracking, resource planning, MS Projects, project tracking, program management, strategic initiatives, risk management, escalation management, Agile, impact assessment, business analysis, requirement gathering, Insurance

US (Hospitality process) Candidate should be comfortable with both Voice & Email Customer Service Hotel bookings /cancellation /reservations /greviences. Excellent communication skills. Qualification:Hsc+6months exp or graduate fresher Fresher Salry up 20k Experice 24k+trweling allownce +packman Any 5 days working and 2 rotational off 247 Rotational shift Doj: 15th April 2025 Centralized pick up and drop facility Home pick ups and drop window (9:30pm to 6:00am) For more details kindly connect RAMESH PAL 7303443025 (Shift Timing Any 9 Hours Shift Between 247) No planned leaves for first 6 months. * Notice Period : Immediate Joiner Work From Office* HR RAMESH PAL 7303443025

Required Mini1 Year exp in International Voice Support Process Type-Voice – International Qualification-Graduate Only CTC: Up to 5.75 LPA+ Variables Location-Pune(Hinjewad ) Notice-Immediate Joiners Only Shifts:24*7 Shifts Contact 8769866443 Neha

Location : Remote - Work from home Shift : Primarily 02:00 PM 10:30 PM IST (with flexibility for overlap and critical escalations across time zones as needed) Experience : Minimum 5 years in technical support, including 2-3 years in a leadership position Overview Are you driven by the thrill of solving complex client challenges in a dynamic and innovative tech landscape? Join us! Were looking for a skilled and proactive Support Manager to lead our technical support team across multiple levels (L1 L2 & L3 Support). This role requires a strong background in AWS services and a practical understanding of managed IT support operations. The ideal candidate will not only guide the team in adherence to established processes and procedures but also actively engage in problem-solving and continuous process optimization. This is a hands-on leadership position, ensuring seamless service delivery and prompt issue resolution in accordance with defined Service Level Agreements (SLAs). Key Responsibilities: Lead & Develop Support Team: Oversee, manage, mentor, and schedule a distributed L1, L2, and L3 support team, optimizing workload and resource allocation to meet service targets. Drive Incident & Problem Resolution: Ensure timely incident resolution, adhere to SLAs and escalation procedures, serve as a key escalation point for critical technical issues, and lead post-incident reviews (RCA). Optimize Service Delivery: Manage and improve support operations (Incident, Problem, Change Management), identify trends, and implement process enhancements or automation, adjusting staffing as operations scale (e.g., to 16x5, 24x7). Ensure Effective Communication & Reporting: Establish client communication channels, lead weekly/monthly review meetings to discuss performance and trends, and prepare regular reports on key service metrics. Skills and Experience Required - Proven experience managing technical support teams in fast-paced environments Strong knowledge of core AWS Cloud services such as EC2, Lambda, RDS, S3, IAM, and CloudWatch Practical understanding of ITIL-based workflows (Incident, Problem, and Change Management) Hands-on experience with ticketing platforms like Jira, Freshdesk, or Zendesk Calm and confident; skilled at managing team performance and customer expectations Ability to manage and oversee support across multiple shifts, including potential night and weekend coverage as operations scale to 16x5 or 24x7. Partner with fellow Support Managers and Support Leads to strategically scale and optimize team resources as operations expand. Excellent communication skills Bonus Points If You Have - AWS certifications Familiarity with observability tools like Datadog, ELK, or Prometheus, especially a combination of platform native, 3rd party, and internally developed tools for monitoring and alerting. Experience with CI/CD processes, Linux system administration, and basic scripting (Python or Bash) Working knowledge of tools like Jenkins, Git, or Docker How to Apply: Visit Link To Apply - https://bit.ly/arosupmgr We admire the new age methods like a video resume. If you have one please share the URL along with your application / resume. Your privacy is important to us, so we will not be contacting candidates by phone. If your application is selected, we will email you a link to schedule your interview at your convenient time. Please check your emails regularly, including your spam folder. Arocom encourages WFH and has a Bring Your Own Device (BYOD) policy. Employees / Consultants working from home are expected to use their personal laptops/desktops for work-related tasks.

Key Responsibilities : Curriculum Delivery Execution Oversee the end-to-end scheduling and rollout of curriculum delivery across multiple programs and cohorts. Work closely with content, academic, and operations teams to ensure all modules, sessions, and assessments are delivered as per defined timelines and quality standards. Ensure contingency plans are in place to handle delays, reworks, or escalations in delivery. Cross-functional Coordination Facilitate alignment across product, tech, academic, and learner experience teams to ensure smooth execution of curriculum schedules. Drive regular check-ins and sprint meetings to track status and resolve blockers. Ensure stakeholders are informed and accountable at every stage of curriculum release. Process and Quality Management Implement standard operating procedures (SOPs) for curriculum rollout and tracking. Define and monitor quality metrics for curriculum delivery and identify improvement areas. Conduct post-rollout retrospectives to identify issues and implement feedback loops. Tracking & Reporting Maintain delivery trackers, dashboards, and progress reports on curriculum status. Analyse curriculum consumption data to flag engagement issues or delivery gaps. Provide actionable insights to leadership for data-backed decision-making. Requirements : 2-4 years of experience in project management or academic operations. Demonstrated ability to manage complex workflows across multiple teams. Strong organizational skills and attention to detail. Proficient in using tools like Asana, Trello, Click Up, Notion, or similar project trackers. Excellent verbal and written communication skills. Preferred: Prior experience in EdTech or curriculum delivery roles. Understanding of instructional design, academic workflows, or LMS systems. Should be Familiar with Creating, Maintaining Dashboards and Managing Data. Location: Hyderabad Office Working Days: 6 days/week CTC: 6 to 8 LPA

join our dynamic team and lead with excellence in the heart of Bengaluru. As a seasoned people manager, you'll drive operational success and innovation. Embrace the opportunity to work in a vibrant environment, ensuring top-tier service and efficiency. Job Summary As a People Manager within the Commercial Banking Operations team, you will supervise critical processes like Deal Setup and Rate-Fixings. You will ensure all SLAs are met, escalating exceptions promptly. Your role involves strategic implementation aligned with global operations, maintaining compliance and risk management. Job Responsibilities Supervise Deal Setup, Drawdowns, and other key processes. Closely monitor daily team performance to meet SLAs. Assess work allocation and identify capacity areas. Implement team strategy in line with global objectives. Ensure adherence to controls and escalate risks. Comply with audit and compliance regulations. Act as SME for complex process queries. Provide input on projects and client transitions. Manage process escalations effectively. Maintain engagement with Lenders and Bankers. Ensure timely escalation to Senior management. Required qualifications, capabilities, and skills Hold a Bachelors Degree with minimum10 years in loan servicing. Demonstrate knowledge of Nostro/Cash matching and SWIFT. Exhibit strong problem-solving and investigative skills. Maintain a strong risk and control mindset. Drive small to medium-sized projects successfully. Showcase strong people and performance management skills. Exhibit strong escalation management skills. Preferred qualifications, capabilities, and skills Possess knowledge of loan systems like Loan IQ. Demonstrate experience in financial industry back office. Exhibit strong analytical and resolution skills. Maintain a proactive approach to risk management. Drive innovation in process improvements. Foster strong relationships with internal/external stakeholders. Exhibit leadership in managing complex projects

International Customer Support (Voice) Exp: Min 1 Year in International Voice Support Qualification: Any Graduate Location: Pune Notice Period: Immediate Joiner Shifts: 24/7 US Both Way Cab WFO Virtual Interview Share resume's on: 9257669383(Harsha) Perks and benefits CTC-5.75LPA(30% Hike) Incentives Allowances

1. Technical Support: Provide timely and effective technical, Troubleshoot and resolve technical issues related to the product . Install and implement new programs, upgrade OS and hardware, take data backup and conduct recovery process 2. Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. 3. Customer Communication: keep customer proactively informed , maintain a professional and courteous demeanor . 4. Product Knowledge: Develop a deep understanding of the product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features. 5. Escalation Management: Escalate complex technical issues to the appropriate teams within the organization for further investigation and resolution. Follow up with customers to ensure that escalated issues are resolved satisfactorily. 6. Feedback Collection: Gather feedback from customers regarding their experiences with the service provided. 7. Collaboration: Collaborate with cross-functional teams including logistics and ensure defective /unused goods parts are returned immediately after the call. 8. Should be able to check environmental parameters such as earthling for the proper functioning of product. . Qualifications Diploma/Degree Knowledge Technical Skills knowledge of desktop operating systems like MS windows , product problem symptoms and associated root cause . Proficiency in hardware installation, troubleshooting, and maintenance. Familiarity with networking concepts, protocols, and troubleshooting. Experience with software installation, configuration, and support. Knowledge of antivirus software, firewalls, and security best practices.

Are you interested in managing programs that integrate technology to create a seamless, adaptive, and creative workspace experience? Do you wish to be part of a team that develops products to optimize Global Real Estate and Facilities (GREF) corporate real estate space? Are you passionate about creating new digital workplace experience products and improving the workplace experience for Amazonians? Do you want to explore technologies like AI and AWS IoT to enhance GREFs operations? If you are a visionary leader with a drive to build products, this is an excellent opportunity for you. Our ideal candidate is collaborative, driven with attention to detail, makes data-driven decisions and can build trust with all stakeholders. In Finance Automation, we built technology to simplify and automate the processes Amazon uses to manage its financial relationships with external entities. We are on a journey to create technology that simplifies the processes that Amazon uses to manage their corporate real estate, procure, collect, and pay. The GREF Technology team, part of Finance Automation, is the software development team for GREF. This team builds products and tools to enable Amazon s corporate real estate team as they build and operate the company s facilities worldwide. This Senior Technical Program Manager role will manage large, complex technology initiatives across multiple teams and organizations in a global environment and across multiple technology stacks. They develop the overall strategy for large programs across all stages from concept to delivery This position requires the candidate to assemble project teams, assign individual responsibilities, identify appropriate resources as needed, and develop schedules to ensure timely completion of projects. This opportunity requires excellent technical, analytical, problem-solving, and communication skills. They communicate ideas effectively, verbally and in writing, to a wide range of audiences including engineers, Directors and VPs. The candidate will have experience defining projects, collecting requirements, writing detailed specifications, coordinating efforts to scope, schedule, and deploy new features sets as well as analyzing cost/benefit of feature selection and communicating results throughout the organization. Cross-functional technical expertise is required for this position. They understanding the architecture of the systems, influence technical priorities and business strategy through data-driven analysis. The candidate must independently lead projects and deliver expert level solutions based on thorough analysis of business requirements, and work collaboratively across the organization to identify opportunities for process improvements. The candidate should be capable of assessing the right balance of risk to allocate the right resources, anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, balance the business needs versus technical constraints and encourage risk taking behavior to maximize business benefit. They apply best project management best practices and increase the productivity of the teams. Come join us in making history! - 7+ years of working directly with engineering teams experience - 5+ years of technical product or program management experience - 3+ years of software development experience - 5+ years of technical program management working directly with software engineering teams experience - Experience managing programs across cross functional teams, building processes and coordinating release schedules - 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience - Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules - Experience defining KPIs/SLAs used to drive multi-million dollar businesses and reporting to senior leadership

Team handling. Strong troubleshooting skills, client interaction, team coordination, and reporting. Must guide support engineers, ensure SLA adherence & issue resolution. knowledge of technical support

Job Description of Customer Escalation, Billing & Complaint Resolution Expert :- About the Role :- Were on the hunt for a Customer Escalation, Billing & Complaint Resolution Expert — a true resolution champion who can turn friction into satisfaction. If you have a strong background in handling complex customer queries, billing issues, and complaints in a fast-paced international BPO or US work environment, we’re ready to welcome you to the frontlines of our customer experience team. What You’ll Do :- Take ownership of high-level customer escalations, especially involving billing disputes, unresolved complaints, and service issues. Act as the final point of contact for irate or dissatisfied customers, using emotional intelligence and clear communication to de-escalate tensions. Investigate and resolve complex cases by coordinating with internal teams (billing, technical, product) and ensuring timely closure. Document all interactions accurately in CRM systems and identify patterns that indicate root causes. Recommend process improvements based on escalation trends and recurring issues. Provide feedback and support to front-line agents to prevent future escalations. What We’re Looking For :- 3+ years of experience in customer escalation management, billing resolution, or complaint handling — ideally in an international BPO or US support environment. Fluent English speaker with a clear neutral or US accent – communication is your superpower. Cool under pressure – you don’t just solve problems, you make customers feel heard and valued. Deep understanding of billing systems, customer service platforms (like Zendesk, Freshdesk, or Salesforce), and escalation workflows. Proactive, solutions-oriented, and capable of working independently in a remote setup. Comfortable working night shifts aligned with US hours. Why You’ll Love Working with Us :- Work from anywhere – this is a 100% remote opportunity. Be the voice of calm and reason – and the hero in the customer's story. Join a fast-growing, supportive team where your insights actually shape the way we serve. Competitive pay and performance-based incentives. Exposure to global customers and challenging, meaningful work.

Experience: 4-5 years in housing finance company or banking (experience in housing finance company preferred) Job Summary: We are seeking an experienced and dedicated Customer Service Manager to lead our customer service team. The ideal candidate will have a strong background in housing finance or banking, with a preference for those with experience in housing finance companies. The Customer Service Manager will be responsible for ensuring exceptional customer service, managing customer service representatives, and implementing strategies to improve customer satisfaction. Key Responsibilities: Manage customer service compliance to ensure adherence to regulatory standards and company policies. Develop and implement customer service policies and procedures. Handle escalated customer inquiries and complaints in a professional and timely manner. Monitor and analyze customer service metrics to identify areas for improvement. Train and mentor customer service representatives to enhance their skills and performance. Collaborate with other departments to ensure a seamless customer experience. Stay updated on industry trends and best practices in customer service. Qualifications & Skills: Bachelor's degree in Business Administration, Finance, or a related field. 4-5 years of experience in customer service management within the housing finance or banking industry. Strong leadership and team management skills. Excellent communication and interpersonal skills. Ability to handle high-pressure situations and resolve conflicts effectively. Proficiency in customer service software and tools. Knowledge of MS Excel, Word, and PowerPoint to showcase or analyze customer complaints and queries.

Manage and resolve customer grievances received through various channels (emails, calls, social media, regulatory bodies). Job Description: Escalation and Compliance Team Member 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.

Role & responsibilities Providing Necessary Technical Leadership at Account level Driving and Implementing Changes - Ensuring Process Improvements (Re-engineering) Setting Goals/ KRAs for The Process and for Resources Analyzing and Forecasting Business Trends Followed by Planning for The Same Defining and Understanding Client Requirements and Aligning Processes to Fulfil the Same Handling Client Calls - Daily/ Weekly or as Needed Collecting Data for Billing Purposes - Number of Transactions, Production Man Hours Etc. Reviewing and Analyzing Process Metrics for All Processes In The Account Creating and Presenting SMRs Every Month Creating and Sending Monthly Reports to Senior Management Signing Off Daily Dashboards Resource Estimation/ Planning On a Regular Basis Developing Retention Strategies Conducting Skip Level Meetings Ensuring QMS Compliance for All Processes Handled - Following of Quality Processes Thoroughly - Checklists, Standards Etc. Coordinating Billing Activities with Finance Department Creating And Updating The Process Plan Preferred candidate profile Minimum 10 years of industry experience Hands-on experience with ORM (Online reputation Management) Minimum 2+years experience of leading a Complaints Management Desk / L3 in an International Contact Centre Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit. Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model. Perks and benefits GLIP, Mediclaim

Role & responsibilities Provide prompt and courteous customer support through various channels, including phone, email, and chat. • Address customer inquiries, concerns, and issues in a timely and effective manner. • Assist customers with product information, order processing, and issue resolution. • Collaborate with other departments to ensure a seamless customer experience. • Maintain accurate records of customer interactions and transactions. • Stay up-to-date with product knowledge and company information to provide accurate and relevant information to customers. • Identify and escalate priority issues to the appropriate department or individual. • Proactively identify opportunities to improve customer satisfaction and recommend process enhancements. • Follow established procedures for handling different types of customer queries. • Meet individual and team targets for customer satisfaction and response times. • Worked on ticketing system zohodesk, Freshdesk.

Provide technical support via phone, email, and chat to customers. Troubleshoot and resolve software, hardware, and network-related issues. Guide customers through step-by-step problem-solving procedures. Document customer interactions, issues, and resolutions in the ticketing system. Escalate unresolved issues to the engineering or development team as required. Assist with installation, configuration, and product usage guidance. Stay up-to-date with product updates, new features, and industry trends. Ensure customer satisfaction by delivering prompt and professional support. Cross/up-selling, customer referrals, lead tracking, and TSS completion.

Job Purpose - Customer Success is the person in charge of managing a company's relationships with its customers who are assigned to them, while taking care of mining and new business clients in the same. They are in charge of building long-term relationships with customers personnel and generally stay with customers for the length of their relationship with the company. The goal is to keep clients or accounts, increase revenue and ensure the highest CSAT.Location - Mumbai /Gurgaon Experience - (Preference in Banking sector)Job Responsibilities :- Develops and maintains long-term relationships with accounts.- Generate revenue among client accounts, including upselling and cross-selling and new business.- Operates as the single point of contact for assigned customers.- Makes sure clients receive requested products and services in a timely fashion.- Communicates client needs to Decimal. - Gets involved in analysis of the requirements and coordinate internally with different internal stakeholders.- Forecasts and tracks client account metrics- Manage projects via delivery leads/PMs within client relationships, working to carry out client goals while meeting company goals.- Identifies opportunities to grow business with existing clients- Coordinate with other Channels, (Delivery, Platform, Support) working on the same account to ensure consistent service- Service multiple clients concurrently, always meeting deadlines.- Coordinates for Prepare Requirement Document- Achieve high Customer Satisfaction (CSAT) This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

About the job: Job Responsibilities: - Develops and maintains long-term relationships with accounts. - Generate revenue among client accounts, including upselling and cross-selling. - Collection of the raised invoices by the CSM. - Operates as the single point of contact for assigned customers. - Makes sure clients receive requested products and services in a timely fashion. - Communicates client needs to Decimal. - Gets involved in analysis of the requirements and coordinate internally with different internal stakeholders. - Forecasts and tracks client account metrics. - Identifies opportunities to grow business with existing clients. - Coordinate with other Channels, (Delivery, Platform, Support) working on the same account to ensure consistent service. - Service multiple clients concurrently, always meeting deadlines. - Coordinates for Prepare Requirement Document. - Achieve high Customer Satisfaction (CSAT). Desired Skills: - Excellent interpersonal skills with the ability to quickly build rapport with clients.- MBA from a reputable college.- Business knowledge of Banking, including Assets and Liabilities.- Strong connections in the industry will be preferable.- High comprehension capability and organizational skills.- Demonstrates unrelenting follow-up capabilities, comfortable being perceived at client premises.- Proactive go-getter with effective crisis management skills and the ability to define priorities effectively.- Capable of multitasking in different domainsApplySaveSaveProInsights

At Hogr, we are redefining the way people discover and experience food. As a food delivery and discovery platform, we empower users to make informed dining decisions effortlessly. Whether you're craving something new or searching for the best local flavors, Hogr connects food lovers with the right choices at the right time.Our mission is to build a thriving food community-one where people explore, share, and celebrate their culinary passions. Through cutting-edge technology and a user-first approach, we make food discovery engaging, seamless, and rewarding.If you're passionate about food and innovation, Hogr is the place for you. Join our dynamic team and be part of a movement that's transforming the way people connect with food-one bite at a time. About The Role We are looking for technically skilled candidates with excellent interpersonal skills for the Customer Success position. You are responsible for troubleshooting technical issues (relating to app & order delivery), providing timely customer feedback, and supporting the onboarding of new restaurants, among other duties. Responsibilities - Regular and intuitive response to customer queries and feedback - Understanding the customer requirements and relaying the same to respective teams / departments. - Attending and making calls, responding to chats and emails whenever necessary on the relevant platforms. - Troubleshooting technical issues pertaining to Order deliveries, onboarding, vouchers, discounts, payments / bills etc. - Quality check on posts made by customers. - Speaking to customers to quickly get to the root of their problem. - Providing timely and accurate customer feedback.- Talking to customers through a series of actions to resolve a problem. - Following up with customers /restaurants to ensure the problem is resolved. - Managing multiple cases at one time. Requirements Ability to stretch self to reach customer satisfaction and provide an error free product. Any Graduate with minimum 1-3 years' experience in similar roles Should be high on initiative, relationship building and analytical skills. Prior experience in customer support or tech support or similar role is advantageAttention to detail and good problem-solving skills. Excellent interpersonal skills. Good written and verbal communication. Should be fluent in English , Hindi & Kannada.

Job Title Senior Project ManagerExperience 10-15 YearsRole Project Planning & Scheduling, Multi Project Engagement, Team Management, Project Budgeting and P&LExposure Government Infrastructure & Utilities such as Water Treatment, Electricity Board etcLocation Chennai, Tamil NaduJob Type Full-TimeAbout The Role - Develop detailed project plans, ensuring resource availability and allocation and deliver every project on time within budget and scope.- Manage the relationship with clients, stakeholders, third parties, vendors etc and coordinate between them and internal resources for the flawless execution of projects.- Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility.- Use appropriate verification techniques to manage changes in project scope, schedule and costs.- Measure project performance using appropriate systems, tools and techniques and track project progress.- Perform risk management to minimise project risks and report and escalate to management as & when needed.- Create and maintain comprehensive project documentation.Qualifications- Bachelor's degree in any stream.- 10-15 years of related experience.Technical Skills- Thorough understanding of project management principles, methodologies and planning.- Thorough understanding of information technology procedures and practices.- Proficient with a range of general and specialised applications, software and hardware used in the organization and industry.- Proficient with Microsoft Office Suite.Soft Skills- Organized with attention to detail.- Excellent analytical, logical and problem solving skills.- Good verbal and written communication skills.- Ability to motivate people to complete a project in a timely manner.Perks and Benefits- You can define your own culture in this multi-cultural environment.- Enjoy balanced work-life, thanks to flexible timing.- Manifold learning due to diverse responsibilities- Hands on exciting technology/digital workshops.- Get to work on impactful projects. This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Seeking a Customer Success Executive to ensure positive customer experiences, build loyalty, and foster long-term relationships. Your Roles and Responsibilities: - Manage assigned customer relationships for successful product use, retention, and satisfaction - Prepare and nurture customers to become product advocates- Help customers achieve their educational goals using our products- Identify and address common customer issues- Advocate customer needs cross-departmentally- Identify and develop up-sell opportunities- Respond to customer queries via email and telephone You Should have: - Technical competency in coding, APIs, and schemas for SEO, iOS, and Android applications - 1-3 years of experience as a Technical Account Manager in a technology or SaaS solutions company- Strong written and verbal English communication skills- Techno-commercial mindset with understanding of various use cases- Graduation with an engineering background preferred- Strong teamwork skills with ability to work independently- Comfortable with night and flexible shifts This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

About your new company: Collegedunia is an education portal, matching students with the best colleges in India & abroad. We help in college research, exam prep tips, application process &also provide insights on-campus life. Launched in 2014, we are the highest ranked portal by Similar Web in education.We have also been awarded as - Best Educational Portal- by IAMAI in 2017, and listed by TechinAsia as Top 100 Startups in Asia. Collegedunia is fueled by the energy of over a 1000 individuals having an average age around 25 years. The talent pool comprises data analysts, engineers, designers, writers, managers, marketers, which is increasing at 10% every month. About your new role - As a Customer Success Manager, you would be the single point of contact between the Key Clients and the internal teams.- Client Relationship Building - The Customer Success Manager would be responsible for building effective relationships with some of the key clients and maximizing revenue from the assigned existing accounts.- Scaling/Upselling Key Accounts - Identifying upselling opportunities across the key existing clients and expanding relationship with them by continuously proposing new solutions and ensuring that revenue enhancement is achieved in line with the company's objectives.- Collaborate with the Account Managers to discover opportunities of optimization, and drive campaign performance through implementation of best practices- Apart from building strong communication channels at all levels of the client's organization, the CSM would also be responsible for setting proper expectations and ensuring that performance is maintained- Conducting regular review meetings with the client to keep them apprised of the progress of their campaigns, gather feedback from them and facilitate troubleshooting wherever necessary, present future plan of action along with forecasts using key account metrics.- Escalation Management - Proactively support customers by effectively handling their escalations through understanding of the client's critical priorities, solving the complex blockers and ensuring delivery of the promised deliverables within the communicated time frame- Conduct diagnostics and identify gaps in the customer's setup and processes; evangelize and guide customers to implement improvements which could boost output What Makes You A Great Fit: - Strong negotiation skills, with the ability to follow-through on client contracts- Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person - Result-oriented and self-motivated to quickly iterate to deliver desired outcomes- Experience in interacting with key client executive influencers, and building trusted relationships across the client organization- Hunter mentality that builds win win relationships This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.