Customer Support- Email Support Agent – Customer Escalations

2 weeks ago

Mumbai, India More Retail Mrpl Full time

Job Description Key Responsibilities: - Customer Escalation Handling: - Respond to customer escalations within 24 hours of the complaint being raised via email, providing timely and clear communication. - Coordinating with Internal Teams: - Liaise with relevant teams to understand the issue raised in the escalation and ensure a resolution is provided. - Customer Communication: - Act as a mediator between the customer and internal teams, updating the customer on the status and final resolution of their issue. - Escalation Management: - Monitor and ensure that all escalations are addressed within the set TAT (Turnaround Time), keeping track of any delays and ensuring timely follow-ups. - Tracker Management: - Maintain accurate and up-to-date records of escalations, customer interactions, and resolutions in an Excel tracker. Ensure data hygiene and report any recurring issues or trends. - Excel Proficiency: - Use Excel to manage, update, and analyze escalation data. Create and maintain trackers to monitor the status and resolution timelines of customer complaints. - Process Adherence: - Follow company protocols and procedures for customer interactions and escalations, ensuring that customer issues are handled efficiently and professionally. Qualifications: - Proven experience in customer support or similar roles, preferably with exposure to escalation handling. - Strong communication skills, both written and verbal. - Good typing speed and accuracy in handling multiple customer queries. - Proficiency in Microsoft Excel, with experience in creating and maintaining trackers. - Ability to work in a fast-paced environment and manage escalations within deadlines. - Excellent problem-solving skills and attention to detail. - Working 6 days a week - Rotational week off Key Skills: - Email Communication - Customer Escalation Management - Team Coordination - Excel Tracker Management - Time Management TAT Monitoring - Problem-Solving Attention to Detail

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