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Onsitego
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Escalation Specialist

Escalation Specialist

Onsitego

2 - 6 years

4 - 8 Lacs

Mumbai

Posted:4 hours ago| Platform:

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Skills Required

escalations team management customer relationship customer service team handling customer support technical support operations people management skills escalation management team leading email support customer handling communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities:

Handle and resolve high-impact customer escalations, including those directed to the senior management.

Manage grievance and second-level escalations cases and ensure timely and satisfactory resolutions.

Develop a thorough understanding of company policies, processes, and systems to provide effective solutions.

Collaborate with the internal stakeholders at Onsitego for resolutions regarding customers issues, product problems, service questions and other general client concerns

Address service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Ensure timely resolution of all escalations within optimum turnaround time while maintaining a high level of professionalism.

Identify trends and root causes of recurring issues and work towards process improvements.

Desired candidate profile:

Proven 2-6 years of experience as Escalation Specialist or similar role

Excellent communication and people skills

Experience: 2+ years

Qualification: Graduate

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Escalation Specialist