Top Customer Service Representative
4 days ago
A key role for a Customer Support Specialist is to manage and resolve complex customer issues. You will be the frontline expert for escalated cases, acting as a liaison between customers, internal teams, and financial institutions.
Key Responsibilities:
- Monitor and manage the escalation queue for timely response and resolution
- Manage complaints from Reserve Bank of India with empathy and effectiveness
- Investigate and resolve escalated customer issues through root cause analysis
- Collaborate with internal teams and financial institutions to resolve cases
- Maintain detailed documentation of escalated cases and actions taken
- Provide feedback to frontline agents to reduce future escalations
- Identify trends in escalations and recommend process or policy improvements
- Ensure all escalations are handled according to SLAs and quality standards
Desired Skills & Experience:
- 5–6 years of experience in customer service, preferably managing escalations or critical task queues
- Strong problem-solving and conflict-resolution skills
- Excellent verbal and written communication
- Ability to remain calm under pressure
- Proficiency in ticketing systems
- Strong organizational skills and attention to detail
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