Customer Escalation

6 months ago

Bengaluru, India Hometriangle Online Services Pvt Ltd Full time

As a Customer Escalation you will play a crucial role in addressing and resolving customer concerns that have been escalated beyond the initial support level. Your primary responsibility will be to engage with customers and our clients who are dissatisfied with their initial interactions and work diligently to find effective solutions that meet their needs. You will be the bridge between customers and the company, ensuring that their issues are addressed promptly and professionally.

Key Responsibilities:
**Issue Investigation**: Conduct thorough investigations into the nature of the customer's problem, utilizing available resources and collaborating with other internal teams to gather insights.

**Problem Resolution**: Analyze complex issues, identify root causes, and propose appropriate solutions to satisfy the customer's needs while aligning with company policies and procedures.

**Active Listening**: Listen attentively to customer grievances, showing understanding and patience, and acknowledging their feelings while maintaining a professional demeanor.

**Communication**: Keep customers informed about the progress of their case, ensuring they have a clear understanding of the steps being taken to address their concerns.

**Reporting**: Report to management on escalated cases, detailing issues and particular concerned persson.

**Requirements**:

- **Education**: Bachelor's degree in a relevant field or equivalent work experience.
- **Experience**: Prior experience in customer service, support escalation, or a related role is preferred.Freshers can also apply.
- **Communication Skills**: Exceptional verbal and written communication skills to interact with customers.Languages - English Fluently with 2-3 regional languages
- **Problem-Solving**: Strong analytical and problem-solving skills to identify root causes and develop appropriate solutions.
- **Conflict Resolution**: Proficiency in conflict resolution and de-escalation techniques.
- **Time Management**: Ability to prioritize and manage multiple escalated cases simultaneously.
- **Technical Proficiency**: Comfortable using CRM systems, ticketing tools, and basic technical troubleshooting.
- Willingness to collaborate and share insights with cross-functional teams.
- Location : Horamavu
- Salary -RS 17000 - 24000 Pm
- Timings - 9.30 AM - 7.30 Pm

**Salary**: ₹17,000.00 - ₹24,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

**Speak with the employer**
+91 8095478272

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