Escalation Specialist

Job Description

POSITION: L3 Consultant L3 Profile (includes IJS, OTF, Proactive escalations, Blogs L2, BNPL, ECR, FK India, H&S, Legal, WCS, Social Media Backend,Sensitive, Service Recovery, Cockpit) JOB SUMMARY: To handle queries and complaints from customers tactfully, provide excellent customer experience at every interaction and ensure end-to-end resolution by taking complete ownership for the customer in every transaction. The goal is to gradually achieve superior customer engagement and ensure a significant improvement in customer experience. Being a part of this team also means to be the whistleblower, highlighting issues impacting customers both externally and internally. KEY ATTRIBUTES ⮚ Demonstrated commitment to delivering exceptional customer service and driving continuous improvement initiatives by effective handling of arguments, service denials, and rebuttals and handling high anxiety customers with composure ⮚ Displays accountability and ownership in customer interactions ⮚ Strong analytical and problem-solving skills, with the ability to think critically and creatively to resolve customer issues ⮚ Strong time management abilities ⮚ Flexible in learning and cross-skilling across processes ⮚ Exhibits good phone etiquette and call handling QUALIFICATION / ELIGIBILITY CRITERIA: (Pre Requisite) ⮚ Graduating in any stream is a mandate ⮚ 100% WFO ⮚ Minimum 1 year customer support role (exp working on escalation desk would be a plus) ⮚ Flexible working in all the shifts (Should be willing to work for the customer without having constraints to timings/shifts) ⮚ Excellent spoken (English & Hindi) and written language skills (English) with an ability to compose a grammatically correct, concise and accurate written response Hiring Criteria: ● Language: English and Hindi fluency (Versant B1 - CEFR Rating) (Versant 4) ● Interviews - By FK assessor + Operations Job Types: Full-time, Fresher Pay: ₹15,000.00 - ₹23,000.00 per month Benefits: Provident Fund Shift: Rotational shift Language: English (Required) Hindi (Required) Location: Bangalore, Karnataka (Required) Work Location: In person