Career Professional in Call Center Resolution

3 days ago

Bharatpur, Rajasthan, India beBeeEscalation Full time ₹ 1,20,00,000 - ₹ 2,00,00,000

About Us

We are a leading online training and certification provider, offering comprehensive courses in various domains, including Data Science, Cloud Computing, AI, and more. We are committed to providing high-quality educational content and empowering learners worldwide to achieve their career objectives. With over 10 million learners from 150+ countries learning on our platform, we collaborate with top universities to create courses that enhance employability for working professionals and fresh graduates.

We have experienced significant growth in the past year, recognized by Economic Times as the most preferred edtech company. Join us for a journey of sustainable career growth, job security, and continuous learning

Job Title: Escalations Manager – EdTech Operations

Location: Bangalore (Work from Office)

Working Days: 6 Days a Week

Role Summary:

We are seeking a proactive and experienced Escalations Manager with prior EdTech experience in B2C escalation handling over the calls to join our team. You will handle post-sales operations and customer escalations from learners and internal teams, work cross-functionally to resolve them, and improve overall satisfaction and efficiency.

Key Responsibilities:

Act as the final point of contact for unresolved learner and client complaints/escalations. Analyze root causes of issues and implement preventive measures.

Collaborate closely with sales, delivery, tech, and support teams to ensure fast resolution. Maintain escalation metrics, generate reports, and present trends to leadership.

Build and maintain a knowledge base of common issues and best practices.

Monitor SLAs and ensure adherence to resolution timelines. Handle high-pressure situations with empathy, clarity, and professionalism. Improve internal SOPs to minimize future escalations.

Desired Candidate Profile:

  • 2-4 years of experience in call escalations in the EdTech industry.

The ideal candidate should possess strong communication and conflict-resolution skills, ability to multitask, and manage time effectively under pressure. Proficiency in tools like Excel, CRM platforms, and ticketing systems is also required.

Education: Bachelor's Degree required; MBA or PGDM is a plus.

Benefits: Salary based on your last drawn CTC with a standard hike, aligned with company policy and experience.

How to Apply: If you want to apply, click on the link below:

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