Customer Escalation Specialist

3 days ago

Erode, Tamil Nadu, India beBeeEscalation Full time ₹ 8,00,000 - ₹ 12,00,000

Customer Escalation Specialist

We are seeking an experienced professional to join our support team as a Customer Escalation Specialist. This role involves resolving customer queries, complaints, and escalations in a timely and effective manner.

The ideal candidate will have excellent communication skills, an obsession for customer satisfaction, and proven experience in resolving complex customer issues.

  • Resolve customer queries, complaints, and escalations in a timely and effective manner
  • Key performance indicators (KPIs) include customer satisfaction (C-SAT), first response time (FRT), and resolution time (Q2R)
  • Full ownership of assigned cases and take responsibility for ensuring customer satisfaction
  • Collaborate with internal and external teams to resolve customer issues
  • Write detailed reports on customer feedback and escalate to management as necessary
  • Adhere to standard operating procedures (SOPs) and compliance requirements
  • Act as a voice of the customer and provide insightful feedback to improve internal processes
Required Skills and Expertise
  • Bachelor's degree in any field
  • Champion of customer-centricity and empathy with a drive for resolving customer issues
  • 2+ years of experience in customer support at a leading organization
  • 1+ years of experience in handling complex customer escalations
  • Excellent communication skills with fluency in English
  • Working knowledge of MS Excel or Google Sheets preferred
  • Hands-on experience with ticketing tools
  • Proven track record of containing and resolving highly complex customer escalations
Why Join Our Team?
  • We offer a fast-growing, innovative environment where you can make a tangible impact
  • Collaborate with top clients and shape the future of our industry
  • Achieve career growth in a leadership role with immense potential
  • Be part of a dynamic team that revolutionizes the building experience with cutting-edge solutions

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