Resolution Strategist

4 days ago

Bengaluru, Karnataka, India beBeeEscalation Full time ₹ 40,00,000 - ₹ 80,00,000
Key Roles and Responsibilities

The Escalation Resolution Specialist plays a pivotal role in managing escalated customer issues related to refunds, disputes, and other concerns. This entails effectively investigating and analyzing the root causes of escalations to prevent recurrence.

Responsibilities include communicating with customers in a professional and empathetic manner to understand their concerns, providing timely updates on the resolution status of escalated cases, and collaborating with cross-functional teams to gather information and expedite resolution.

Additionally, the Escalation Resolution Specialist will maintain accurate records of escalated cases, actions taken, and resolutions achieved. They will also generate regular reports on escalation trends and suggest improvements to prevent future issues.

Essential Skills and Qualifications
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities and analytical mindset.
  • Empathy and patience in dealing with customer concerns.
  • Ability to collaborate effectively with cross-functional teams.
  • Proficiency in using CRM software and customer support tools.
Core 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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