Senior Escalation Specialist

1 week ago

Shimoga, Karnataka, India beBeeEscalation Full time ₹ 45,00,000 - ₹ 75,00,000
Escalation Resolution Manager

Summary: This role requires effective management and resolution of escalated customer issues related to refunds, disputes, and other concerns. The ideal candidate will possess strong communication skills, analytical mindset, empathy, and the ability to collaborate effectively with cross-functional teams.

Key Responsibilities:
  • Escalation Handling: Efficiently manage and resolve escalated customer issues through prompt and professional communication.
  • Root Cause Analysis: Investigate and analyze the root causes of escalations to prevent recurrence and implement corrective actions.
  • Refund Process Optimization: Streamline refund processes by collaborating with relevant departments to minimize errors and expedite resolutions.
  • Customer Interaction: Provide timely updates to customers on the resolution status of their escalated cases in a professional and empathetic manner.
  • Collaboration with Cross-functional Teams: Work closely with customer support, sales, and other relevant teams to gather information and expedite resolution.
  • Documentation and Reporting: Maintain accurate records of escalated cases, actions taken, and resolutions achieved to facilitate future improvements.
Requirements:
  • Excellent Communication Skills: Strong written and verbal communication skills to effectively interact with customers and internal stakeholders.
  • Problem-Solving Abilities: Ability to analyze complex problems, identify root causes, and develop effective solutions.
  • Empathy and Patience: Empathize with customers' concerns and maintain a patient demeanor when dealing with difficult situations.
  • Collaboration and Teamwork: Ability to work collaboratively with cross-functional teams to achieve common goals.
  • Technical Proficiency: Proficiency in using CRM software and customer support tools to streamline processes and improve efficiency.

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