Escalation Specialist

4 weeks ago

Bengaluru, India Quantum Leap Learning Solutions Pvt Ltd Full time

Job Title: Escalation Specialist


Job Type: Full-Time

Languages: English and Hindi

Academic Qualification: Any Graduate


Responsibilities:

Customer Escalation Handling:

▪ Effectively manage and resolve escalated customer issues related to refunds, disputes, and other concerns.

▪ Investigate and analyze the root causes of escalations to prevent recurrence.

Refund Management:

▪ Process and oversee refund requests in adherence to company policies.

▪ Collaborate with relevant departments to streamline refund processes and minimize errors.

• Communication and Customer Interaction:

▪ Communicate with customers in a professional and empathetic manner to understand their concerns.

▪ Provide timely updates to customers on the resolution status of their escalated cases.

Collaboration with Cross-functional Teams:

▪ Work closely with customer support, sales, and other relevant teams to

gather information and expedite resolution.

Documentation and Reporting:

▪ Maintain accurate records of escalated cases, actions taken, and resolutions achieved.

▪ Generate regular reports on escalation trends and suggest improvements to prevent future issues.

Skill Requirements:

• Excellent communication skills, both written and verbal.

• Strong problem-solving abilities and analytical mindset.

• Empathy and patience in dealing with customer concerns.

• Ability to collaborate effectively with cross-functional teams.

• Proficiency in using CRM software and customer support tools.

Competencies:

• Customer Focus: Demonstrated commitment to understanding and meeting customer needs.

• Adaptability: Ability to adjust to changing priorities and work in a fast-paced environment.

• Conflict Resolution: Proven ability to manage and resolve conflicts, turning challenges into opportunities for customer satisfaction.

• Attention to Detail: Meticulous in maintaining accurate records and ensuring precision in refund processes.


Websites:

www.karanhasija.com


Social Media:

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