Escalation Specialist

2 weeks ago

Kozhikode, Kerala, India beBeeEscalation Full time ₹ 50,00,000 - ₹ 70,00,000
Escalation Resolution Expert

Job Summary:

The Escalation Resolution Expert will effectively manage and resolve escalated customer issues, maintain accurate records, and generate regular reports on escalation trends.

Key Responsibilities:

  • Manage and resolve escalated customer issues related to refunds, disputes, and other concerns.
  • Investigate and analyze the root causes of escalations to prevent recurrence.
  • Process and oversee refund requests in adherence to company policies.
  • Collaborate with relevant departments to streamline refund processes and minimize errors.
  • 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.
  • Work closely with cross-functional teams to gather information and expedite resolution.
  • Maintain accurate records of escalated cases, actions taken, and resolutions achieved.
  • Generate regular reports on escalation trends and suggest improvements to prevent future issues.

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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