Escalation Manager

2 days ago

Kanpur, Uttar Pradesh, India beBeeEscalation Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Title: Escalation Manager

As a key member of our team, you will be responsible for effectively managing and resolving escalated customer issues related to refunds, disputes, and other concerns.

The ideal candidate will possess excellent communication skills, both written and verbal, as well as strong problem-solving abilities and analytical mindset. You will work closely with cross-functional teams to gather information and expedite resolution, while maintaining accurate records of escalated cases and generating regular reports on escalation trends.

  • Responsibilities:
    • Customer Escalation Handling:
    • Effectively manage and resolve escalated customer issues related to refunds, disputes, and other concerns.
    • Investigate and analyze the root causes of escalations to prevent recurrence.
  • Refund Management:
    • Process and oversee refund requests in adherence to company policies.
    • Collaborate with relevant departments to streamline refund processes and minimize errors.
  • Communication and Customer Interaction:
    • Communicate with customers in a professional and empathetic manner to understand their concerns.
    • Provide timely updates to customers on the resolution status of their escalated cases.
  • Documentation and Reporting:
    • Maintain accurate records of escalated cases, actions taken, and resolutions achieved.
    • Generate regular reports on escalation trends and suggest improvements to prevent future issues.
  • Skill Requirements:
    • Excellent communication skills, both written and verbal.
    • Strong problem-solving abilities and analytical mindset.
    • Empathy and patience in dealing with customer concerns.
    • Ability to collaborate effectively with cross-functional teams.
    • Proficiency in using CRM software and customer support tools.
  • Competencies:
    • Customer Focus: Demonstrated commitment to understanding and meeting customer needs.
    • Adaptability: Ability to adjust to changing priorities and work in a fast-paced environment.
    • Conflict Resolution: Proven ability to manage and resolve conflicts, turning challenges into opportunities for customer satisfaction.
    • Attention to Detail: Meticulous in maintaining accurate records and ensuring precision in refund processes.

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