Senior Customer Care Specialist

7 days ago

Dombivli, Maharashtra, India beBeeExperience Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Job Title:

Customer Experience Resolution Manager

At our organization, we are seeking a highly skilled and experienced Customer Experience Resolution Manager to join our team. As a key member of our customer service team, you will play a critical role in ensuring the effective end-to-end resolution of escalations and grievances raised by priority customers.

Key Responsibilities:

  • Drive the customer resolution process for priority customers and escalate cases from top leadership, maintaining high levels of customer satisfaction and upholding our reputation.
  • Lead and oversee the grievance team to address and resolve customer concerns, reinstating confidence in our brand.
  • Equip team members with necessary skills and resources to handle complaints efficiently.
  • Head efforts to provide guidance and support to team members, maintaining high standards of service.
  • Foster a culture of continuous improvement and professional development within the team.
  • Work closely with customer-centric teams on priority helpdesk issues, ensuring resolution of escalated cases.
  • Coordinate with stakeholders across the organization to gather information, expedite processes, and implement swift resolution of customer issues.

Requirements:

  • Graduate in any stream (Masters/MBA/PGDM/PGP/PG degree preferred)
  • 10-15 years of relevant experience in customer service and escalation management
  • Strong problem-solving, decision-making, conflict resolution, and team management skills

Skills:

  • Customer Service Excellence
  • Problem solving & decision making
  • Conflict resolution
  • Escalation management
  • Resolution of customer queries
  • Discretion & confidentiality
  • Team Management

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