Escalation Manager

Company Description

UrbanRoof Pvt. Ltd. is a premier service provider specializing in waterproofing, repair, and rehabilitation of buildings and constructions in Pune, Mumbai, Bangalore, and Delhi. We are committed to delivering superior solutions for the repair, rehabilitation, and restoration of valuable properties. With a diverse portfolio, we pride ourselves on bringing quality and reliability to every project. For more details, visit our website at urbanroof.in.

Role Description

This is a full-time on-site role based in Pune for an Escalation Manager. The Escalation Manager will oversee escalated cases, ensuring timely and effective resolution of customer concerns. Responsibilities include managing customer satisfaction, addressing complex technical support issues, troubleshooting, and providing seamless communication among teams to resolve issues efficiently. Additionally, the individual will analyze trends in escalations and contribute to process improvements for enhanced service quality.

Qualifications

• Proven experience in Escalations Management and ensuring Customer Satisfaction
• Strong Communication skills to interact effectively with customers and internal teams
• Technical Support and Troubleshooting abilities to address and resolve complex technical concerns
• Experience in identifying trends in escalations and contributing to process improvements
• Ability to work under pressure, strong organizational skills, and attention to detail
• Bachelor's degree in a relevant field is preferred
• Experience in the building and construction industry is a plus