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Escalation Manager| Hybrid Work Model

Escalation Manager| Hybrid Work Model

Owlspriority

4 - 9 years

4 - 7 Lacs

Bengaluru

Posted:23 hours ago| Platform:

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Skills Required

Grievance Redressal Complaint Handling Customer Escalation Voice Process

Work Mode

Remote

Job Type

Full Time

Job Description

Job Title

Location

Department

Reports To

Job Summary:

Escalations Manager

Key responsibilities:

Maintain good customer relations by building strong and transparent interpersonal connection with the customers,
Receive, analyse, and prioritize escalated customer complaints or inquiries,
Maintain clear, professional communication with customers throughout the escalation lifecycle,
Document all escalations, actions taken, and outcomes in CRM,
Analyse trends and root causes to proactively reduce escalation volume and improve processes,
Negotiate resolutions and compensation within policy guidelines, ensuring customer satisfaction,
Ensure seamless availability during business hours,
Coordinate with designated senior officials and follow their instructions carefully and diligently,
Solve problems and issues in the most creative and strategic ways,
Maintain customer records accurately and UpToDate in the CRM and other places as instructed by the manager,
Should be flexible enough to handle other works as assigned by the manager,
Should be willing to work outside normal working hours of the company whenever required or instructed by manager.

Desired Candidate Profile:

Excellent and fast interpersonal relationship building ability
Excellent relationship management skills
Excellent escalations handling ability
Good English communication (both verbal and written)
Problem solving abilities
Should be able to work under pressure

Benefits:

Competitive salary.
Opportunities for career growth and development.
Hybrid work option.

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