Customer Escalation Resolution Specialist

2 days ago

Gurgaon, Haryana, India beBeeProfessional Full time ₹ 90,00,000 - ₹ 1,20,00,000

Job Summary:

We are seeking a seasoned banking professional to manage ongoing escalation cases, track reasons for escalations, and collaborate with customers and internal teams to resolve issues.

Key Responsibilities:

  • Manage ongoing escalation cases to ensure prompt, effective, and efficient resolution for customer issues on the MasterCard program
  • Manage offline queues to ensure they are within 48-hour SLA
  • Track the appropriate reason for these escalations, which assists analytical processes and reporting regarding customer escalations
  • Seek solutions to customer issues as an agent of the President's Choice brand and advocate for the product
  • Liaise with customers for further information, provide updates, and prompt for documentation
  • Liaise with all areas of the partnership to ensure a thorough and complete understanding and resolution of any and all customer escalations
  • Escalate concerns where appropriate and as requested by customers

Requirements:

  • French language is mandatory
  • 6 months minimum tenure working on the MasterCard program
  • 1-2 Years of customer service background with experience in the credit card industry
  • Previous experience with handling escalated calls preferred
  • Demonstrate a high level of confidence while dealing with escalated situations/customers
  • Flexibility in mindset and approach to ensure individualized customer service catered to the specific customer issue or need at hand ability to think outside the box to achieve resolution
  • Excellent time management skills
  • Must be open to constructive feedback from supervisor, operational leads, and team coordinator
  • Must work well with limited timelines
  • Excellent organizational and communication skills using tact and diplomacy both within the organization and with customers
  • Bias for action

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