Escalation Manager

Job Title: Escalation Manager

Location: Noida

Shift: US

Job Summary

As an Escalation Manager, you will be responsible for ensuring that any customer issues or concerns are addressed promptly and effectively, with the aim of maintaining a high level of customer satisfaction. You will play a critical role in managing and resolving escalated customer situations related to our professional services, maintaining a proactive approach to prevent escalations when possible, and driving continuous improvement in our customer service processes.

Key Responsibilities:

1. Customer Issue Resolution:

• Act as the point of contact for customers experiencing issues or escalations related to services provided by the company.
• Assess and analyze customer concerns to understand the root causes and work towards resolution.

2. Escalation Management:

• Develop a clear escalation process and workflow for handling customer issues, ensuring timely and effective resolution.
• Collaborate with cross-functional teams to investigate, resolve, and communicate solutions to customers in a clear and timely manner.

3. Proactive Escalation Prevention:

• Identify potential escalation triggers and take proactive measures to prevent escalations by addressing issues before they reach a critical point.
• Provide guidance and training to teams involved in professional services to reduce the likelihood of escalations.

4. Customer Advocacy:

• Advocate on behalf of the customer to ensure their concerns are heard and addressed appropriately within the organization.
• Develop and maintain relationships with key customers to foster trust and open communication.

5. Reporting and Analysis:

• Create and maintain detailed records of escalations, including their causes, resolutions, and associated metrics.
• Provide regular reports and analysis to management to help identify trends and areas for improvement.

6. Process Improvement:

• Collaborate with relevant departments to continuously improve customer service processes and procedures.
• Implement best practices to enhance the overall customer experience and reduce future escalations.

7. Communication and Documentation:

• Document all interactions, resolutions, and key information related to customer escalations.
• Keep customers informed of the progress and status of their escalations.

Qualifications:

• MBA with 7+ years experience or Bachelors with 9+ years experience
• Proven experience in a customer-facing role or in customer service, with a strong track record of issue resolution.
• Excellent communication and interpersonal skills, with the ability to empathize and build rapport with customers.
• Strong problem-solving and analytical skills to effectively identify and address customer concerns.
• Project management and process improvement skills are desirable.
• Knowledge of staffing/recruitment services is a plus.

Interested candidates please share your profile on below email.

Email- Bhumika.Joshi@q1tech.com