Escalation Specialist

Designation

Location

Job Responsibilities

• Handle customer query via phone, chat & email and drive each issue toward resolution in a manner that supports customer satisfaction & customer retention
• Ensure 2 hr. or less email/Fresh chat response rates
• Work cross-functionally as needed to obtain resolution & customer satisfaction
• Report process issues, identify trends, recommend improvements
• Handle high-cost Order query separately consider high-value, VIP customers
• Prepare data for most query coming from customer to prepare FAQ.
  

Skills

What we require (Desired Skills and abilities)

• Proven experience effectively assisting customers in the contact centre
• Advanced conflict resolution capabilities
• Must be detail-oriented, extremely organized, and possess strong communication, presentation,
  

• 24/7/365 availability preferably during night hours, including willingness to work on weekends
  

• Knowledge over design & printing desirable
• Strong analytical thinking and problem-solving skills
• Ability to demonstrate learning and decision-making skills
• Fosters a positive team environment and collaboration within and across sites.
• Approachable, cooperative, professional, and a team player
• Demonstrates an appropriate sense of urgency and adaptability in response to changing business
  

Experience

• 2+ years of experience in high-touch Customer service or call centre.
• Experience in design & printing is a plus
• Working knowledge of customer service software, databases and tools.