Business Crisis Specialist

1 week ago

Pushkar, Rajasthan, India beBeeCrisis Full time ₹ 7,00,000 - ₹ 10,00,000

Job Title: Crisis Manager

Description:

  • Crisis Resolution:

    • Effectively manage and resolve escalated customer complaints related to refunds, disputes, and other concerns.
    • Investigate and analyze the root causes of escalations to prevent recurrence.

  • Refund Oversight:

    • Process and oversee refund requests in adherence to company policies.
    • Collaborate with relevant departments to streamline refund processes and minimize errors.

  • Customer Interaction:

    • 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.

  • Cross-functional Collaboration:

    • 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.
    • Generate regular reports on escalation trends and suggest improvements to prevent future issues.

Required Skills:

  • Main Skills:

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

Competencies:

  • Main 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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