Effective Customer Resolution Specialist

4 days ago

Udaipur, Rajasthan, India beBeeEscalation Full time ₹ 75,00,000 - ₹ 1,50,00,000
Customer Escalation Role

About BricknBolt is a managed marketplace providing construction services. They are category creators and front-runners in space, solving one of the most complex business problems and creating an ecosystem of trust for stakeholders - customers, construction professionals, and material vendors.

The Indian real estate market is earmarked to be a $650 billion market in 2025 and a $1 trillion worth sector in 2030. With 85%+ construction still unorganized in India, BricknBolt is on a path to capture the massive and super-broken market using technology and processes.

Our Mission

We are expanding to more than 12 cities in 15 months. We have raised a total of $16 million with the Series A2 round.

Earlier Sequoia Surge, Foundamental, HDFC Capital Advisors Limited, and Stride Ventures have invested in us.

About the Role

We are looking for an experienced Customer Escalations Associate / Senior Associate to join our support team, ensuring effective resolution of tickets and feedback / VOC collection.

Key Responsibilities:
  • Timely and effective resolution of customer queries, complaints, and escalations
  • Collaborate with dependency teams (both internal and external) and confidently interact with management/leadership
  • Write detailed reports (with executive summary) on escalations/customer feedback to leadership/management
  • Adhere to SOPs and compliance requirements, exercising sound judgment to navigate obstacles independently
  • Act as a voice of the customer and provide insightful feedback to internal teams on improvement areas
Requirements
  • Bachelor's degree in any field
  • Champion of customer-centricity and empathy, demonstrating unwavering drive for resolving customer issues
  • 2+ years of experience in customer support at a leading B2C organization
  • Excellent communication skills with fluency in English, Hindi, and Kannada (fluency in Tamil or Telugu is a bonus)
  • Working knowledge of MS Excel / Google Sheets preferred
  • Hands-on experience with ticketing tools (e.g., Freshdesk)

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