
Customer Experience Resolution Specialist
2 weeks ago
Job Title: Escalations Manager
We are seeking an experienced professional to handle post-sales operations and customer escalations.
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.
Required Skills and Qualifications:
- 2–4 years of experience in call escalations.
- Strong communication and conflict-resolution skills.
- Ability to multitask and manage time effectively under pressure.
- Proficiency in tools like Excel, CRM platforms (Freshdesk/Zendesk), and ticketing systems.
Benefits:
- Salary will be based on your last drawn CTC with a standard hike, aligned with company policy and experience.
How to Apply:
Apply via this link [insert link].
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