Construction Support Specialist

5 days ago

Vijayawada, Andhra Pradesh, India beBeeEscalation Full time ₹ 9,00,000 - ₹ 12,00,000

About our company

We are a managed marketplace providing construction services, solving one of the most complex business problems in the industry and creating an ecosystem of trust for stakeholders - customers, professionals, and vendors.

  • With 85%+ construction still unorganized in India, we are on a path to capture the massive market using technology and processes.
  • We have expanded to more than 12 cities in 15 months and raised significant funding.

Customer Escalations Role

We are seeking an experienced customer service professional to join our support team, ensuring effective resolution of tickets and feedback collection.

Key Responsibilities:

  • Timely and effective resolution of customer queries, complaints, and escalations
  • Full ownership of assigned cases and resolve issues to customer satisfaction
  • Collaborate with dependency teams and confidently interact with management/leadership
  • Write detailed reports 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 drive for resolving customer issues
  • 2+ years of experience in customer support at a leading organization
  • 1+ years of experience in L3 / CEO / Social Media escalations role
  • 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)
  • Proven track record of containing and resolving highly complex escalations.

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