Senior Customer Resolution Professional

2 weeks ago

Ahmedabad, Gujarat, India beBeeEscalation Full time ₹ 4,00,000 - ₹ 8,00,000
Job Opportunity

Role Overview:

The Escalation Resolution Specialist is a vital position responsible for managing and resolving escalated customer issues related to refunds, disputes, and other concerns. This role requires a high level of professionalism, empathy, and effective communication skills.

Key Responsibilities:

  • Investigate and analyze the root causes of escalations to prevent recurrence.
  • Process and oversee refund requests in accordance with established policies and procedures.
  • 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.
  • Maintain accurate records of escalated cases, actions taken, and resolutions achieved.
  • Generate regular reports on escalation trends and suggest improvements to prevent future issues.

Skill Requirements:

  • 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.

Desirable 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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