Customer Escalation Manager

3 days ago

Hyderabad, Telangana, India beBeeEscalation Full time ₹ 9,00,000 - ₹ 12,00,000
Customer Escalation Manager

Job Title: Customer Escalation Manager

Job Type: Full-Time

Languages: English and Hindi

Academic Qualification: Any Graduate

Responsibilities:

Effective management and resolution of escalated customer issues related to refunds, disputes, and other concerns.

Investigation and analysis of the root causes of escalations to prevent recurrence.

Refund Management:

Processing and oversight of refund requests in adherence to company policies.

Collaboration with relevant departments to streamline refund processes and minimize errors.

Communication and Customer Interaction:

Professional communication with customers to understand their concerns.

Timely updates to customers on the resolution status of their escalated cases.

Collaboration with Cross-functional Teams:

Work closely with customer support, sales, and other relevant teams to gather information and expedite resolution.

Documentation and Reporting:

Maintenance of accurate records of escalated cases, actions taken, and resolutions achieved.

Regular reports on escalation trends and suggestions for improvements to prevent future issues.

Required Skills and Qualifications:

Excellent Communication Skills:

Strong verbal and written communication skills.

Strong Problem-Solving Abilities:

Analytical mindset and problem-solving abilities.

Empathy and Patience:

Ability to deal with customer concerns with empathy and patience.

Collaboration and Teamwork:

Ability to collaborate effectively with cross-functional teams.

Technical Skills:

Proficiency in using CRM software and customer support tools.

Competencies:

Customer Focus: Demonstrated commitment to understanding and meeting customer needs.

Adaptability: Ability to adjust to changing priorities and work in a fast-paced environment.

Conflict Resolution: Proven ability to manage and resolve conflicts, turning challenges into opportunities for customer satisfaction.

Attention to Detail: Meticulous in maintaining accurate records and ensuring precision in refund processes.

Benefits:

A challenging role with opportunities for growth and development.

Competitive salary and benefits package.

Opportunities for professional development and advancement.

Websites:

www.example.com

Social Media:

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