Customer Experience Resolution Specialist

1 day ago

Ahmedabad, Gujarat, India beBeeEscalation Full time ₹ 18,00,000 - ₹ 20,00,000

About our company and job

Our mission is to provide high-quality educational content and empower learners worldwide to achieve their career objectives.

We seek an experienced professional with prior EdTech experience in B2C escalation handling over calls to join our team.

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.

Requirements:

  • 2-4 years of 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.

Benefits of this role:

This role offers a unique opportunity to grow professionally and make a meaningful impact on the lives of learners and clients. If you are passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, please submit your application.

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