Current jobs related to Escalation Manager - Bengaluru, Karnataka - Rupeek

  • Escalation Manager

    3 weeks ago

    Bengaluru, Karnataka, India Rupeek Full time

    Job Title: Escalation ManagerDepartment: Customer Service / OperationsLocation: Divya Sree Towers, Bannerghatta Road, Opposite Jaydeva Hospital, BangaloreJob Summary:We are seeking an experienced Escalation Manager with a background in BFSI (Banking, Financial Services, and Insurance) or Fintech to join our dynamic customer service team. The Escalation...

  • Escalation Manager

    2 weeks ago

    Bengaluru, Karnataka, India Rupeek Full time

    Job Title: Escalation Manager Department: Customer Service / Operations Location: Job Summary: We are seeking an experienced Escalation Manager with a background in BFSI (Banking, Financial Services, and Insurance) or Fintech to join our team. The Escalation Manager will play a critical role in managing and resolving high-priority customer escalations...

  • Escalation Resolution Manager

    1 week ago

    Bengaluru, Karnataka, India Rupeek Full time

    Job Overview:Rupeek is seeking an experienced Escalation Resolution Manager to manage and resolve high-priority customer escalations related to financial services. The ideal candidate will have a strong background in BFSI or Fintech and excellent leadership, problem-solving, and communication skills.Responsibilities:Investigate and analyze the root causes of...

  • Escalation Management Professional

    4 days ago

    Bengaluru, Karnataka, India Navi Full time

    Navi: A Financial Services CompanyWe offer Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold, all through a digital-first approach. Our goal is to make financial services simple, accessible, and affordable.About the RoleThis position requires a skilled professional to manage complex customer interactions, particularly around health claims...

  • Customer Escalation Manager

    7 days ago

    Bengaluru, Karnataka, India Google Inc Full time

    About the RoleThis is an exciting opportunity to work at the intersection of cutting-edge technology and boundless creativity. As a Digital Incident Response Specialist, you will be part of a team that gives everyone the power to share their story, explore what they love, and connect with one another.ResponsibilitiesManaging complex incidents through...

  • Customer Escalation Manager

    2 days ago

    Bengaluru, Karnataka, India Harman Full time

    As a Customer Escalation Manager candidate should have experience of handling customers and executives calls emails Candidate should have excellent written and verbal English communication skills Business Requirement Good attitude and a team player Willingness to learn and work Excellent written and spoken English Experience in handling customers and...

  • Global Escalation Manager

    23 hours ago

    Bengaluru, Karnataka, India AtkinsRealis Full time

    Job DescriptionThis role will report to the Problem Major Incident Manager and have operational responsibility for the Major Incident high-priority incident escalation and managing P3 incidents.Key Responsibilities:Manage the daily activities of the teams, including recruitment, training, objective-setting, and performance development reviews for team...

  • Financial Services Escalation Manager

    6 days ago

    Bengaluru, Karnataka, India Rupeek Full time

    About the RoleThis is a fantastic opportunity for a Financial Services Escalation Manager to join our team and make a meaningful impact on customer satisfaction. As a member of our dynamic customer service team, you will be responsible for managing and resolving high-priority customer escalations related to financial services.The ideal candidate will possess...

  • Financial Services Escalations Manager

    1 week ago

    Bengaluru, Karnataka, India Rupeek Full time

    Role SummaryThe Escalation Manager will play a critical role in managing and resolving high-priority customer escalations related to financial services, ensuring prompt issue resolution and maintaining exceptional customer satisfaction.Key Performance IndicatorsReduction in the number of customer escalations and complaints.Improvement in First Contact...

  • Escalation Manager

    2 weeks ago

    Bengaluru, Karnataka, India Rupeek Full time

    Job Summary:Rupeek is looking for an Escalation Manager with a background in BFSI or Fintech to join our customer service team.In this role, you will serve as the key point of contact for critical customer issues, investigating and analyzing root causes, providing solutions to prevent recurrence, and ensuring that escalated cases are addressed within defined...

  • Financial Services Escalation Manager

    4 days ago

    Bengaluru, Karnataka, India Rupeek Full time

    Job Description:Rupeek is seeking an experienced Financial Services Escalation Manager to join our dynamic customer service team. The successful candidate will play a critical role in managing and resolving high-priority customer escalations related to financial services.About the Role:The Financial Services Escalation Manager will be responsible for...

  • Global Escalation Manager

    1 week ago

    Bengaluru, Karnataka, India Amazon Full time

    The Escalation Management and Prevention team at Amazon is responsible for designing and implementing policies, tools, and technology innovations to protect our customers. As a Global Escalation Manager, you will lead teams in responding to high-impact incidents and escalations around product authenticity and safety issues. Your decisions will be fundamental...

  • Risk Prevention and Escalation Manager

    6 days ago

    Bengaluru, Karnataka, India Amazon Full time

    Job ResponsibilitiesThe Escalation Management and Prevention team designs and implements policies, tools, and technology innovations to protect customers. As a critical member of this team, you will take ownership of various areas and deliver on high-visibility projects.You will lead and support teams in responding to, investigating, managing, and resolving...

  • Escalation Specialist

    7 days ago

    Bengaluru, Karnataka, India Amazon Full time

    DESCRIPTIONThe mission of Amazon Global Security Operations Centre GSOC is to mitigate security and operational risks to our associates physical assets and brand GSOC supports Amazon Worldwide Stores by providing 24 7 services including alarm monitoring and response incident triage and crisis management Amazon is hiring an Escalation Specialist at...

  • Escalation Resolution Specialist

    2 days ago

    Bengaluru, Karnataka, India Harman Full time

    About the Role: As a Customer Escalation Manager at Harman, you will be responsible for handling customer escalations via email and phone calls, while also documenting escalation emails. This role requires excellent written and verbal communication skills, as well as the ability to work in a team environment.

  • Escalation Resolution Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Rupeek Full time

    Rupeek seeks an Escalation Resolution Specialist to manage and resolve high-priority customer escalations related to financial services. The successful candidate will investigate and analyze the root causes of customer issues, provide solutions to prevent recurrence, and ensure that escalated cases are addressed within defined Service Level Agreements...

  • Escalation Specialist

    3 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    The mission of Amazon Global Security Operations Centre (GSOC) is to mitigate security and operational risks to our associates, physical assets, and brand. GSOC supports Amazon Worldwide Stores by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management.Amazon is hiring an Escalation Specialist at GSOC- India...

  • Escalation Specialist

    2 weeks ago

    Bengaluru, Karnataka, India Amazon Full time

    DESCRIPTIONThe mission of Amazon Global Security Operations Centre GSOC is to mitigate security and operational risks to our associates physical assets and brand GSOC supports Amazon Worldwide Stores by providing 24 7 services including alarm monitoring and response incident triage and crisis management Amazon is hiring an Escalation Specialist at...

  • Customer Escalation Specialist

    5 days ago

    Bengaluru, Karnataka, India Rupeek Full time

    We are seeking a seasoned customer escalation specialist to join our dynamic team at Rupeek. As a key member of our customer service department, the successful candidate will play a critical role in managing and resolving high-priority customer escalations related to financial services.Key ResponsibilitiesManage customer escalations by investigating root...

  • Escalation Resolution Specialist

    1 week ago

    Bengaluru, Karnataka, India Rupeek Full time

    About the RoleWe are seeking an experienced Escalation Manager to join our dynamic customer service team. The ideal candidate will have a background in BFSI (Banking, Financial Services, and Insurance) or Fintech, with a strong track record of managing and resolving high-priority customer escalations.Key ResponsibilitiesServe as the primary point of contact...

Escalation Manager

4 weeks ago

Bengaluru, Karnataka, India Rupeek Full time

Job Title: Escalation Manager

Department: Customer Service / Operations

Location: Divya Sree Towers, Bannerghatta Road, Opposite Jaydeva Hospital, Bangalore

Job Summary:

We are seeking an experienced Escalation Manager with a background in BFSI (Banking, Financial Services, and Insurance) or Fintech to join our dynamic customer service team. The Escalation Manager will play a critical role in managing and resolving high-priority customer escalations related to financial services, ensuring prompt issue resolution and maintaining exceptional customer satisfaction. The role requires a combination of strong leadership, problem-solving, and communication skills, particularly in the fast-paced, regulated, and high-pressure environment of BFSI/Fintech. The Escalation Manager will be the key point of contact for critical customer issues, working closely with internal teams to drive continuous improvements in service delivery and reduce recurring problems.

Key Responsibilities:

  1. Manage Customer Escalations:
  • Serve as the primary point of contact for complex and high-priority customer escalations, ensuring swift and effective resolution.
  • Investigate and analyze the root causes of customer issues, providing solutions to prevent recurrence.
  • Ensure that escalated cases are addressed within defined Service Level Agreements (SLA) and customer expectations are met.
  • Navigate through financial regulations, compliance issues, and product complexities to resolve escalations.

Stakeholder Coordination:

  • Collaborate with internal teams such as Operations, Product, Tech, and Compliance to resolve customer issues in the BFSI/Fintech space.
  • Escalate unresolved issues to senior management or relevant departments as needed.
  • Maintain clear communication and provide timely updates to customers regarding the status of their escalations.

Process Improvement:

  • Identify key process gaps, inefficiencies, or bottlenecks contributing to escalations.
  • Work with the process owners to redesign workflows, implement corrective action plans, and reduce customer complaints.
  • Develop and implement long-term solutions to avoid recurring customer issues, improving overall service quality.

Reporting and Documentation:

  • Maintain accurate and detailed records of all escalations, resolutions, and ongoing customer concerns in CRM systems.
  • Generate regular reports on escalation trends, root cause analysis, and resolution performance.
  • Provide feedback and actionable insights to management and relevant teams for continuous improvement.

Customer Experience Management:

  • Ensure a positive customer experience by demonstrating empathy, transparency, and effective communication throughout the resolution process.
  • Follow up with customers post-resolution to ensure complete satisfaction and address any remaining concerns.
  • Work towards improving customer satisfaction metrics, such as NPS (Net Promoter Score), and proactively seek feedback.

Team Leadership:

  • Lead, mentor, and guide a team responsible for handling customer escalations.
  • Develop and deliver training programs to enhance the team's problem-solving, communication, and technical skills.
  • Foster a customer-centric culture within the team, emphasizing empathy and a commitment to service excellence.

Key Skills and Qualifications:

  • Education: Bachelor's degree in Business Administration, Customer Service, Finance, or a related field.
    • Experience: Minimum 5 years of experience in customer service, with at least 2 years in an escalation management role, preferably in the BFSI or Fintech sectors.
      • Skills:
        • Exceptional verbal and written communication skills.
        • Strong problem-solving, analytical, and critical-thinking abilities.
        • Ability to work under pressure, navigate complex regulatory environments, and handle challenging situations.
        • Proficiency in using CRM systems such as Salesforce and other customer service management tools.
        • Solid understanding of financial products, services, and regulations within the BFSI/Fintech industry.
        • Strong leadership, team management, and coaching skills.
          • Preferred:Experience handling escalations across various communication channels, including social media, email, and chat.
          • Familiarity with service-level agreements (SLAs) and key performance indicators (KPIs) specific to the BFSI/Fintech space.
          • Understanding of customer behavior trends in financial services and payment technologies.

Key Performance Indicators (KPIs):

  • Reduction in the number of customer escalations and complaints.
  • Improvement in First Contact Resolution (FCR) rates.
  • Increase in Net Promoter Scores (NPS) and overall customer satisfaction.
  • Reduction in resolution time for critical or high-priority issues.
  • Successful implementation of process improvements to reduce future escalations.
  • Enhanced team performance and development through training and mentoring.