Escalation Expert

2 days ago

Davangere, Karnataka, India beBeeEscalation Full time ₹ 10,00,000 - ₹ 15,00,000

Escalation Resolution Manager

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We are seeking a highly skilled Escalation Resolution Manager to join our team. In this role, you will be responsible for effectively managing and resolving escalated customer issues related to refunds, disputes, and other concerns.

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The ideal candidate will have excellent communication skills, strong problem-solving abilities, and the ability to work in a fast-paced environment. You will also have experience with CRM software and customer support tools.

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Key Responsibilities:

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  • Manage and resolve escalated customer issues related to refunds, disputes, and other concerns.">
  • Investigate and analyze the root causes of escalations to prevent recurrence.">
  • Process and oversee refund requests in adherence to company policies.">
  • Collaborate with relevant departments to streamline refund processes and minimize errors.">
  • 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.">
  • Work closely with customer support, sales, and other relevant teams to gather information and expedite resolution.">
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Requirements:

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  • ">
  • 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.">
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Competencies:

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  • 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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