Customer Experience Resolution Specialist

6 days ago

Davangere, Karnataka, India beBeeEscalations Full time ₹ 60,00,000 - ₹ 1,50,00,000
Job Title: Escalations Manager

About Us

We are a leading online training and certification provider, offering comprehensive courses in various domains. Our mission is to provide high-quality educational content and empower learners worldwide to achieve their career objectives.

We have a strong presence in 150+ countries with over 10 million learners on our platform. We collaborate with top universities to create courses that enhance employability for working professionals and fresh graduates.

We are seeking a proactive and experienced Escalations Manager with prior EdTech experience in B2C escalation handling over the calls to join our team.

Key Responsibilities:
  1. Act as the final point of contact for unresolved learner and client complaints/escalations.
  2. Analyze root causes of issues and implement preventive measures.
  3. Collaborate closely with sales, delivery, tech, and support teams to ensure fast resolution.
  4. Maintain escalation metrics, generate reports, and present trends to leadership.
  5. Build and maintain a knowledge base of common issues and best practices.
  6. Monitor SLAs and ensure adherence to resolution timelines.
  7. Handle high-pressure situations with empathy, clarity, and professionalism.
  8. Improve internal SOPs to minimize future escalations.
Desired Candidate Profile:
  • Experience in call escalations in the EdTech industry.
  • 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.
  • Analytical mindset with a strong customer-first approach.
Compensation:
  • Salary will be based on your last drawn CTC with a standard hike, aligned with company policy and experience.
How to Apply:

Click on the link below to apply.

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