Senior Customer Support Representative

10 hours ago

Pune, Maharashtra, India beBeeCustomer Full time ₹ 10,00,000 - ₹ 12,00,000

About the Role:

As a Senior Customer Support Specialist, you will be responsible for handling and resolving high-priority or complex customer issues that have been escalated beyond standard support channels.

Key Responsibilities:

  • Manage the escalation queue to ensure timely response and resolution
  • Analyze and resolve escalated customer issues with a focus on root cause analysis
  • Collaborate with internal teams and financial institutions to resolve escalated cases
  • Maintain detailed records of escalated cases and actions taken
  • Provide feedback to frontline agents to reduce future escalations
  • Identify trends in escalations and recommend process improvements
  • Ensure all escalations are handled in accordance with SLAs and quality standards

Required Skills & Experience:

  • 5-6 years of experience in customer service, preferably with at least 2 years' experience in managing escalations or critical task queues
  • Strong problem-solving and conflict-resolution skills
  • Excellent verbal and written communication skills
  • Ability to remain calm and professional under pressure
  • Proficiency in ticketing systems
  • Strong organizational skills and attention to detail
  • Ability to multitask and prioritize in a fast-paced environment

This role requires strong analytical and problem-solving skills, excellent communication and interpersonal skills, and the ability to work well under pressure. The ideal candidate will be a team player who is able to prioritize tasks effectively and manage multiple projects simultaneously.

Benefits:

The successful candidate will receive a competitive compensation package, including opportunities for professional growth and development.

Why this role matters:

This role plays a critical part in ensuring customer satisfaction and loyalty. By joining our team, you will have the opportunity to make a real difference in the lives of our customers.

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