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Capgemini
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Escalation Manager

Escalation Manager

Capgemini

7 - 12 years

6 - 10 Lacs

bengaluru

Posted:11 hours ago| Platform:

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Skills Required

impact analysis zendesk tableau servicenow escalation management customer relationship customer service problem management change management customer support incident management customer escalation customer handling customer experience itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role - Grade Specific
Key Responsibilities and TasksManaging the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis. Act as a bridge between customers, support teams, and other stakeholders (product, engineering, etc.). . Ability to lead investigations for major incidents keeping all the stakeholders updated as necessary. You will follow the escalation process, including ticket assignment, tracking, and communicating the status of escalated cases while identifying areas for improvement in the escalation process and implementing changes to enhance efficiency. Investigate the underlying causes of escalated issues and work towards permanent solutions. Monitor customer satisfaction, feedback, and trends, and report on the performance of the escalation process to ensure support continues to provide the best internal and customer experience possible for escalated incidents. Skills and Qualifications7+ years of experience handling customer escalations or working in a customer-facing support role in fast paced software/technology environments. Ability to communicate effectively with customers and other stakeholders. Experience working with relevant tooling including ticketing systems such as Zendesk and ServiceNow, and dashboard tools such as Zendesk Explore and Tableau.

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Escalation Manager