Escalation Specialist

As a Production Support Supervisor, your role will involve handling customer queries via phone, chat, and email to drive each issue towards resolution in a manner that enhances customer satisfaction and retention. You will be responsible for ensuring a 2-hour or less email/Fresh chat response rate, working cross-functionally to achieve resolution and customer satisfaction, reporting process issues, identifying trends, and recommending improvements. Additionally, you will handle high-cost Order queries separately, especially for high-value VIP customers and prepare data for most queries coming from customers to create FAQs. Key Responsibilities: - Handle customer queries via phone, chat & email - Drive each issue towards resolution to enhance customer satisfaction & retention - Ensure a 2-hour or less email/Fresh chat response rate - Work cross-functionally for issue resolution & customer satisfaction - Report process issues, identify trends, and recommend improvements - Handle high-cost Order queries separately for high-value VIP customers - Prepare data for most customer queries to create FAQs Qualifications Required: - Proven experience in effectively assisting customers in a contact centre - Advanced conflict resolution capabilities - Detail-oriented, extremely organized, and possess strong communication skills - Availability 24/7/365, including night hours and weekends - Knowledge of design & printing is desirable - Strong analytical thinking and problem-solving skills - Ability to demonstrate learning and decision-making skills - Foster a positive team environment and collaboration - Approachable, cooperative, professional, and a team player - Demonstrate adaptability in response to changing business needs 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 Please note that the location for this position is Gandhinagar, Gujarat.,