
Crisis Manager
2 weeks ago
**Job Overview**
We are seeking a seasoned professional to assume the role of Crisis Manager, responsible for delivering effective end-to-end resolution of high-priority customer complaints and grievances.
This position requires strong skills in customer service excellence, problem-solving, conflict resolution, and crisis management. The ideal candidate will have 10-15 years of relevant experience in handling customer queries and leading teams.
- **Key Responsibilities:**
- Drive the end-to-end customer resolution process for priority customers and grievances from senior leadership, ensuring prompt and effective resolution to maintain high levels of customer satisfaction and uphold our reputation.
- Lead and oversee a team to effectively address and resolve customer concerns, restoring confidence in our brand.
- Equip team members with necessary skills and resources to handle complaints efficiently.
- Foster a culture of continuous improvement and professional development within the team.
**Requirements**
- Bachelor's degree in any field (Preferred: Master's or higher)
- Customer Service Excellence, Problem solving & decision making, Conflict resolution, Crisis management, Resolution of customer queries, Discretion & confidentiality, Team Management
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