Sales Customer Support

As a Customer Support Specialist, you will serve as the primary point of contact for addressing and resolving high-priority or intricate customer concerns that have been elevated beyond standard support channels. Your role will involve acting as a mediator between customers, internal teams, and financial institutions to ensure prompt, empathetic, and efficient issue resolution, while also pinpointing underlying causes and promoting continuous enhancement. Your responsibilities will include closely monitoring and managing the escalation queue to guarantee timely responses and resolutions. You will be responsible for handling complaints received from the Reserve Bank of India and delving into and resolving escalated customer issues with a primary focus on root cause analysis. Collaboration with internal teams and financial institutions to resolve escalated cases, along with maintaining detailed documentation of escalated cases and the corresponding actions taken, will also be part of your duties. Moreover, you will be expected to provide constructive feedback to front-line agents to mitigate future escalations, identify patterns in escalations, suggest improvements to processes or policies, and ensure that all escalations are managed in compliance with service level agreements (SLAs) and quality benchmarks. The ideal candidate for this role would have a minimum of 5-6 years of experience in customer service, with a preference for at least 2 years of experience in handling escalations or critical task queues. Strong problem-solving and conflict-resolution skills, excellent verbal and written communication abilities, the capacity to maintain composure and professionalism under pressure, proficiency in ticketing systems, strong organizational skills, attention to detail, and the ability to multitask and prioritize effectively in a fast-paced environment are desired skills and experiences.,