Escalation Specialist

1 month ago

Indore, India Kyari Full time
About the Company:
We are a budding home decor start-up, yet a leading one in the D2C space.
Two years ago, with a small team from Indore, we launched our game-changing self-watering planters. We believed then, as we do now, that home decor should be both beautiful and hassle-free.
Our self-watering plants with planters were an instant hit. Customers loved the idea of watering their plants just once a week. It has made plant parenting a breeze. And with their continued support, we have become known for delivering top-notch products that combine style and function seamlessly.
Our goal is to shake up the home decor industry by offering innovative solutions. We promise quick delivery of live plants, stunning design, premium quality, and easy plant care.
Join us as we pave the way for a new era in home decor
To know more visit:
Support Resolution:
· Act as the primary point of contact for high-priority or escalated customer cases.
· Diagnose, troubleshoot, and resolve complex issues that cannot be handled by front-line support agents.
· Ensure that all escalated cases are tracked and resolved in a timely manner, keeping customers informed of progress.
Customer Communication:
· Maintain clear, empathetic, and professional communication with customers, ensuring that their concerns are understood and addressed.
· Provide regular updates to customers and ensure their expectations are managed throughout the resolution process.
Collaboration with Internal Teams:
· Collaborate closely with Amazon Market Place, Operations & Support team to understand issues and provide feedback from customers.
· Collaborate with the operations and support teams to enhance product quality, processes, and support documentation.
Incident Management:
· Monitor and manage high-severity incidents, ensuring that proper resources are allocated, and resolution paths are prioritized.
· Identify root causes of recurring issues and suggest preventive measures to avoid future escalations.
Documentation and Reporting:
· Maintain accurate records of escalated cases, including detailed steps taken to resolve the issue.
· Prepare reports on recurring issues, trends, and common challenges to help improve support processes and product quality.
Training and Knowledge Sharing:
· Assist in training support staff on handling complex or escalated issues.
· Share insights and best practices with the support team to improve the overall support function.
Customer Satisfaction:
· Ensure customer satisfaction by delivering timely resolutions and maintaining a high level of professionalism.
· Analyse customer feedback and escalate issues to management as necessary to improve service quality.
Experience:
· 2+ years of experience in a customer support role, with a focus on escalations or complex issue resolution through calls, emails, chats & social media
· Experience with incident management systems, Google Sheets (Xlookup,Vlookup,Pivot etc), CRM such as Freshdesk

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