Team Lead- Escalations (B2C)

Team Lead - Escalations (B2C)

Roles and Responsibilities:

• Manage customer escalations, ensuring full issue ownership, clear action items, and consistent communication fulfillment.
• Meet and adhere to critical

  SLAs (Service Level Agreements)

  for timely issue resolution.
• Implement effective process changes to resolve escalations within agreed timelines.
• Provide valuable insights on escalation trends and resolutions to relevant stakeholders.
• Utilize available resources to solve complex escalations independently, demonstrating strong problem-solving skills.
• Execute de-escalation tactics and strategies effectively with team members.
• Maintain strong follow-up on all assigned cases to ensure complete resolution and customer satisfaction.
• Collaborate seamlessly with other customer support teams to ensure consistent and high-quality support.
• Identify root causes of customer issues, suggest areas for improvement, and provide constructive feedback to business and development teams.
• Assist with critical customer communication during major product launches and support events.
• Actively work to maintain and improve

  NPS (Net Promoter Score) / CSAT (Customer Satisfaction)

  scores.

Skills Required:

• Strong written and verbal communication skills in grammatically correct English.
• Proficient in

  MS Office applications

  (Excel, PowerPoint, Outlook).
• Good knowledge of various social media platforms.
• Strong understanding of case analysis methodologies.
• Willingness to work rotating shifts and on a roster.
• Proactive approach with a positive attitude and flexibility to embrace change.
• Strong attention to detail and a willingness to learn continuously.
• Exercise good judgment and independent decision-making skills.
• Computer literacy with experience using Windows/MS Office, Excel, and CRM management.
• Demonstrated advanced proficiency in English/Regional language, both written and spoken.

QUALIFICATION:

• Bachelor's Degree in any field.

Key Skills :

• Query Management
• Escalation Handling
• Customer Relationship
• B2c