Escalation Resolution Manager

7 days ago

Allahabad, Uttar Pradesh, India beBeeEscalation Full time ₹ 6,00,000 - ₹ 12,00,000

We are seeking a skilled professional to join our team as an Escalation Resolution Manager.

The successful candidate will be responsible for managing and resolving escalated customer issues related to refunds, disputes, and other concerns.

Key Responsibilities:

  • Effectively 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 customer support, sales, and other relevant 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.

Required Skills and Qualifications:

  • Excellent Communication Skills: Both written and verbal.
  • Strong Problem-Solving Abilities: Analytical mindset.
  • Empathy and Patience: Dealing with customer concerns.
  • Collaboration: Effective collaboration with cross-functional teams.
  • CRM Proficiency: Using CRM software and customer support tools.

Benefits:

We offer a competitive salary package and opportunities for career growth and development.

About Us:

We are a leading provider of [industry services/products]. Our mission is to deliver exceptional customer experiences through innovative solutions and excellent service.

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