Customer Resolution Specialist

1 week ago

Allahabad, Uttar Pradesh, India beBeeResolution Full time ₹ 15,00,000 - ₹ 25,00,000
Job Title

As a Customer Resolution Specialist, you will play a pivotal role in addressing and resolving escalated customer complaints, ensuring timely and effective resolutions. You will collaborate with stakeholders across various levels of the organization, tracking progress, documenting updates, and communicating outcomes to ensure customer satisfaction and process improvement.

Key Responsibilities:

  • Manage the lifecycle of an escalated issue, including acting as a primary point of contact, incident intake, impact analysis.
  • Serve as a liaison between customers, support teams, and other stakeholders, requiring technical knowledge and effective communication skills.
  • Lead investigations for major incidents, keeping stakeholders informed as necessary.
  • Establish strong working relationships with key stakeholders to foster collaboration and reduce resolution times.
  • Adhere to the escalation process, track tickets, and communicate status while identifying areas for improvement.
  • Investigate underlying causes of escalated issues and implement sustainable solutions.
  • Monitor customer satisfaction, feedback, and trends, reporting on performance to enhance internal and external experiences.
  • Provide training and support to team members on tools, escalation procedures, and processes.

Requirements:

  • 7+ years of experience handling customer escalations or working in a customer-facing support role in fast-paced software/technology environments.
  • Effective communication and relationship-building skills.
  • Experience with relevant tooling, including ticketing systems and dashboard tools.
  • Ability to identify root causes, analyze issues, and develop solutions.
  • Strong task management and prioritization skills.
  • Technical understanding of products and services supported.

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