CoinDCX - Senior Manager/Manager - Escalation Management

4 weeks ago

Mumbai, Maharashtra, India CDCX TECHNOLOGIES PRIVATE LIMITED Full time

Inside CoinDCXs Customer Success Team


Our Customer Success team is dedicated to ensuring our users get the most out of their CoinDCX experience. We build strong relationships, providing support and guidance to help users achieve their goals in the world of digital finance. If youre passionate about customer satisfaction and success, join us in creating exceptional experiences that turn users into need to be a HODLer of these


- Master's/Bachelors degree in Business, Communications, or a related field, or equivalent work experience.

- 5+ years of experience in customer service, operations, or escalation management, with at least 1-2 years in a leadership role.

- Strong experience in creating and executing strategies that reduce escalations and improve customer outcomes.

- Proven track record of using data and analytics to inform strategic decisions and drive continuous process improvements.

- Strong understanding of social media platforms and their role in customer service escalation management.

- Excellent communication, problem-solving, and conflict resolution skills, with the ability to influence at all levels of the organization.

- Strong project management and process optimization skills, with a focus on driving operational efficiency.

- Ability to manage multiple competing priorities in a fast-paced environment while maintaining high standards of customer service.

- Experience in a customer experience (CX) or customer success environment.

- Knowledge of CRM systems, escalation management software, and reporting tools.

- Familiarity with agile methodologies or other iterative process improvement will be mining through these tasks

- Strategic Leadership : Develop, implement, and execute comprehensive strategies to

reduce both social media and management escalations, focusing on proactive solutions and

continuous improvement. Regularly assess performance and adjust strategies based on evolving customer needs and feedback.

- Escalation Reduction and Prevention : Identify key drivers of escalations across all channels, including social media and management interactions. Develop action plans to prevent repeat issues and implement preventive measures that address root causes of escalation incidents before they escalate.

- Defining and Managing Service Levels : Collaborate with leadership to define clear service level agreements (SLAs) for all escalations. Ensure that these SLAs are aligned with business goals and customer expectations, and rigorously track performance to ensure compliance. Identify and execute process changes to meet or exceed SLAs consistently.

- Data-Driven Strategy Development : Leverage data analytics to identify trends, analyze escalation patterns, and understand customer pain points. Use these insights to drive strategy, prioritize initiatives, and enhance team efficiency. Build dashboards or reports to track progress and communicate results to stakeholders.

(ref:iimjobs.com)

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