Escalation Officer

5 months ago


Karapakkam Chennai Tamil Nadu, India LogFix SCM Solutions Pvt Ltd Full time

Eligibility Criteria

Bachelor’s Degree in any field.

At least 3/2 years of experience in a customer service role.

Strong knowledge of the organization’s product and services.

Excellent problem
- solving skills.

Proficiency in Microsoft Office.

Knowledge of credit card products and operations will add the advantage.

Management capabilities, including people, process, and technology management.

Effective presentation, verbal/written communications skills and interpersonal skills.

Ability to think tactically.

Interpersonal skills.

Ability to work efficiently in a high demand, team oriented, and fast-paced environment.

Job Role

Deliver on daily basis KRA’s on the set KRA’s.

Handle Live escalations & call backs raised with End-to-End resolution.

Resolve customer issues on escalated cases in a timely & efficient manner to ensure

customer satisfaction.

Liaising and coordinating with other departments and branches for resolution.

Root Cause Analysis (wherever applicable) to be done. Share findings of the investigation

with the respective authorities/relevant departments.

Follow-up/escalate cases where resolution pending beyond TAT.

Providing end to end resolution to customer escalations.

Identifying process gaps and loopholes and suggesting improvements for new process.

Focus on Quality and other parameters set by unit.

Cross selling of products wherever opportunity exists.

**Job Types**: Full-time, Permanent

Pay: Up to ₹350,000.00 per year

**Benefits**:

- Health insurance

Day range:

- Monday to Friday

Shift:

- Day shift

**Experience**:

- total work: 3 years (preferred)

Work Location: In person


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