Senior Issue Resolution Specialist

2 days ago

Madurai, Tamil Nadu, India beBeeEscalation Full time ₹ 7,00,000 - ₹ 10,00,000
Job Title: Escalation Specialist

We are seeking a highly skilled Escalation Specialist to join our team. In this role, you will be responsible for managing and resolving escalated customer issues in a timely and professional manner.

Your Key Responsibilities:

  • Customer Escalation Handling: Effectively manage and resolve escalated customer issues related to refunds, disputes, and other concerns.
  • Investigate and Analyze Root Causes: Investigate and analyze the root causes of escalations to prevent recurrence.
  • Refund Management: Process and oversee refund requests in adherence to company policies.
  • Communication and Customer Interaction: Communicate with customers in a professional and empathetic manner to understand their concerns.
  • Collaboration with Cross-functional Teams: Work closely with customer support, sales, and other relevant teams to gather information and expedite resolution.
  • Documentation and Reporting: Maintain accurate records of escalated cases, actions taken, and resolutions achieved.

Required Skills and Qualifications:

  • Excellent Communication Skills: Excellent written and verbal communication skills.
  • Strong Problem-solving Abilities: Strong problem-solving abilities and analytical mindset.
  • Empathy and Patience: Empathy and patience in dealing with customer concerns.
  • Collaboration and Teamwork: Ability to collaborate effectively with cross-functional teams.
  • CRM Proficiency: Proficiency in using CRM software and customer support tools.

Benefits:

  • Career Growth Opportunities: Opportunities for career growth and professional development.
  • Competitive Salary: Competitive salary and benefits package.
  • Work-life Balance: Supportive work environment that promotes work-life balance.

About Us:

We are a dynamic and innovative company dedicated to providing excellent customer service. We value our employees and offer a supportive work environment that promotes career growth and professional development.

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