Lead Escalation Specialist

2 days ago

Mumbai, Maharashtra, India beBeeEscalation Full time ₹ 12,00,000 - ₹ 24,00,000

Escalation Resolution Manager

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  • We are seeking a proactive professional to manage customer escalations and ensure timely, effective resolutions. You will be responsible for owning issues, driving action items, and maintaining clear communication. This role involves implementing process changes, providing valuable insights to stakeholders, utilizing resources for complex issues, and executing de-escalation tactics to maintain high NPS/CSAT scores.
  • This position requires a strong understanding of case analysis methodologies, excellent written and verbal communication skills, and proficiency in MS Office applications (Excel, PowerPoint, Outlook). The ideal candidate will have a proactive approach with a positive attitude and flexibility to embrace change.
  • The selected candidate will work closely with other customer support teams to ensure consistent and high-quality support. They will also be responsible for identifying root causes of customer issues, suggesting areas for improvement, and providing constructive feedback to business and development teams.

Key Responsibilities:

  • Manage customer escalations, ensuring full issue ownership, clear action items, and consistent communication fulfillment.
  • Meet and adhere to critical SLAs (Service Level Agreements) for timely issue resolution.
  • Implement effective process changes to resolve escalations within agreed timelines.
  • Provide valuable insights on escalation trends and resolutions to relevant stakeholders.
  • Utilize available resources to solve complex escalations independently, demonstrating strong problem-solving skills.
  • Execute de-escalation tactics and strategies effectively with team members.
  • Maintain strong follow-up on all assigned cases to ensure complete resolution and customer satisfaction.
  • Collaborate seamlessly with other customer support teams to ensure consistent and high-quality support.
  • Identify root causes of customer issues, suggest areas for improvement, and provide constructive feedback to business and development teams.
  • Actively work to maintain and improve NPS (Net Promoter Score) / CSAT (Customer Satisfaction) scores.

Skills Required:

  • Strong written and verbal communication skills in grammatically correct English.
  • Proficient in MS Office applications (Excel, PowerPoint, Outlook).
  • Good knowledge of various social media platforms.
  • Strong understanding of case analysis methodologies.
  • Willingness to work rotating shifts and on a roster.
  • Proactive approach with a positive attitude and flexibility to embrace change.
  • Strong attention to detail and a willingness to learn continuously.
  • Exercise good judgment and independent decision-making skills.
  • Demonstrated advanced proficiency in English, both written and spoken.

Qualifications:

  • Bachelor's Degree in any field.

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