Escalation Specialist

3 weeks ago

Bengaluru, Karnataka, India Navi Full time

About us

Navi is one of the fastest-growing financial services companies in India providing Personal &

Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first

financial products that are simple, accessible, and affordable. Drawing on our in-house AI/ML

capabilities, technology, and product expertise, Navi is dedicated to building delightful

customer experiences.

Founders: Sachin Bansal & Ankit Agarwal

What would your role at Navi Look Like?

  • Handling customer queries on Inbound and making outbound calls if needed
  • Educate current and potential customers with product and service information
  • Maintain the privacy of customer records and other financial details
  • Handle all queries in a polite, professional manner
  • Identify and escalate priority issues to the Team Leader/SME and relevant stakeholders
  • Achieve agreed KPIs and Objectives
  • Adhere strictly to shift schedules
  • Adhere to laid down internal policies, procedures, and processes
  • Work collaboratively with the team

What are some of the good to have skills for this role?

  • Excellent communication skills: Expert level in both written & spoken English.
  • Proven work experience in Escalations teams of startups- commerce companies.
  • Excellent problem-solving capability with logical, structured thinking and the ability to think on their feet.
  • Conflict resolution and management skills.
  • Preferred tools: MS Excel, CRM software such as FreshDesk/ZenDesk, etc.
  • Educational Background: B.A./B.Tech/M.Com/B.Com and/or MBA/PGDM.
  • 1-2 years of relevant work experience in Escalations/Grievance team/Emails/Chat/Customer support team in startups/e-commerce.

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