Escalations Specialist

3 weeks ago

Bengaluru, India Ather Energy Full time

You'll be our-
Escalations Specialist

You'll be based at-
IBC Knowledge Park, Bengaluru/Ather Hosur Factory/Other city name

You'll be aligned with-
Customer Success Manager

You'll be joining our-
Escalations Team

Roles and Responsibilities

  • De-escalation & Rapport Building
    – Effectively manage customer concerns, use appropriate retention strategies, and foster positive relationships during the resolution process.
  • Cross-Functional Collaboration
    – Work closely with internal teams to ensure quick and effective issue resolution.
  • Resolution Ownership
    – Take full ownership of customer concerns, track their progress, and follow up until a satisfactory resolution is achieved.

Here's what we're looking for

  • Excellent Communication Skills(
    Mandatory
    ) – Ability to communicate clearly and effectively with customers, internal teams, and stakeholders.
  • Strong written and verbal communication is essential.
  • Past Experience – Prior experience in handling customer escalations is mandatory.
  • Good Product Knowledge – Strong understanding of our products and services to provide accurate and effective solutions to customers.
  • A good knowledge about Salesforce ( optional)

What you bring to Ather

Experience:
Minimum 2 years in Customer Support & Escalations Handling

Education
: A graduate in any field with strong acumen for customer service

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