Escalation Specialist

Job brief

We are seeking an enthusiastic and energetic individual to handle the appalling customer experience and deliver a first class service to earn their loyalty back for our brand by ensuring customers get a timely, consistent and high-quality experience. This would be a fantastic defining opportunity for a person who enjoys a role filled with variety, challenges, and autonomy. As an Escalation specialist your responsibility will be for supporting and managing escalation by following protocol and solving the problem quickly and with clarity while maintaining the relationships between customers and departments.

Responsibilities & Duties

• Handle Inbound/Tickets of the customers via Inbound/L2 team in a fast-paced environment.
• Quickly identifying and understanding customers' needs for escalated calls.
• Performs work in accordance with standardized policies and procedures.
• Provide exceptional service to customers, excelling in empathy and ownership.
• Establish correct expectations, enforce relief and resolve through effective communication.
• Contribute to Quick and Effective problem solving.
• Facilitate customer retention and customer resolution efforts with excellent customer follow-up skills required.
• Ability to accurately, and efficiently document customer interactions within our Software(CRM)
• Consistently meet role-specific Key Performance Indicators (KPIs)
• Coordinating with internal stakeholders and providing resolution to customer
• Ability to handle escalations and diffuse crisis situations
• Should be able to interact with customer and internal stakeholders confidently
• Think out of the box and spearhead initiatives for improving customer experience
• Solution oriented approach and instant decision making capability.
• Self-motivated with a results-driven approach to meet the set targets.
• Customer focused , Service recovery oriented approach , Ownership and multitasking.

Requirement

• Good Knowledge and understanding of product and process.
• Education - Graduation & above
• Excellent communication skills verbal and written.
• Ability to handle pressure and equalize peak work.
• Ability to work in a team escalation environment with minimum supervision.
• Good stakeholder management skills
• Should be Patient , Presentable and Polite.
• Proficiency in English, Kannada and Hindi is mandatory.