Escalation Specialist

Key Purpose:

- The role is critical to business for delivering excellent customer experience and de-escalate critical issues.
- Respond to customer inquiries through various channels, CRM Modules email, and chat- Collaborate with other departments to resolve customer issues and escalate complex cases when necessary.- Document and maintain detailed records of customer interactions in the customer service database.- Resolve the escalations by following up with respective stakeholders internally and externally - Monitor customer accounts for fraudulent activity and take appropriate actions to mitigate risks.- Collaborate with the team to develop strategies and initiatives for improving overall customer service and satisfaction.- Address  customer questions, concerns, and complaints promptly and professionally- Offer product and service information to customers, assisting them in making informed purchasing decisions.- Should be flexible working hours/days

Expected deliverables

Financial

Customer

Cultural Pillars :

Customer and Data Obsession, Fast and Frugal, Benchmark and Better the Best Meritocratic and Caring, Fun and Fulfilment

Skillset

Educational Qualifications :

2-4 Years of Minimum experience required