Escalation Resolution Expert

2 days ago

Bhavnagar, Gujarat, India beBeeEscalation Full time ₹ 10,00,000 - ₹ 12,00,000
Job Title: Escalation Resolution Expert

We are seeking an accomplished professional to assume the role of Escalation Resolution Expert, tasked with handling and resolving complex customer issues.

Main Responsibilities:
  • Customer Escalation Handling:
    • Manage and resolve escalated customer complaints related to refunds, disputes, and other concerns.
    • Analyze the root causes of escalations to prevent recurrence.
  • Refund Administration:
    • Process refund requests in accordance with company policies.
    • Collaborate with relevant departments to optimize refund processes and minimize errors.
  • Customer Interaction and Communication:
    • Engage 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.
  • Cross-functional Team Collaboration:
    • Work closely with customer support, sales, and other relevant teams to gather information and expedite resolution.
  • 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.

Requirements:

  • Excellent communication skills, both written and verbal.
  • Strong analytical abilities and problem-solving mindset.
  • Empathy and patience when 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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