Escalation Manager

What does the job entail?

• Responsible for resolving customer queries and service requests received through email

• Ensure service interactions are dealt with promptly including service recovery

• Coordinate with internal teams to ensure the requests are closed in a timely manner

• Deliver best in class customer experience in the service interactions leading to improved VOC

• Identify gaps in existing processes and work with various project teams to drive improvements

• Ensure SLA's, TAT's, Productivity and Quality metrics are met as per defined targets

• Monitor quality of responses whether First time Right in providing resolution have been followed

• Improve connect with customers through engagement activity and understand why customers have emailed and provide resolution

Essential conditions:

• Education: Graduation

• Work exp:2+ years

• Work related skills: Good in Excel, process of cross-functional departments and effective communication skills.

• CTC – upto 5.50 LPA (including variables)

Nisha - 9904750213