Resolving Customer Issues

1 week ago

Aurangabad, Maharashtra, India beBeeResolution Full time ₹ 8,00,000 - ₹ 15,00,000
Customer Experience Resolution Specialist

We are seeking an experienced professional to join our support team, ensuring effective resolution of customer queries and feedback.

The ideal candidate will have excellent communication skills, a strong focus on customer satisfaction, and proven experience in resolving complex escalations.

Key Responsibilities:
  • Timely and effective resolution of customer inquiries, complaints, and escalations
  • Monitor and improve key performance indicators (KPIs) including customer satisfaction (C-SAT), first response time (FRT), and resolution time (Q2R)
  • Full ownership of assigned cases and resolve issues to the customer's satisfaction
  • Collaborate with cross-functional teams and confidently interact with management/leadership
  • Write detailed reports on customer interactions and feedback to leadership/management
  • Adhere to standard operating procedures (SOPs) and compliance requirements, exercising sound judgment to navigate obstacles independently
  • Act as a voice of the customer and provide insightful feedback to internal teams on improvement areas

Required Skills and Qualifications:

  • Bachelor's degree in any field
  • Strong customer-centricity and empathy, demonstrating unwavering drive for resolving customer issues
  • 2+ years of experience in customer support at a leading organization
  • 1+ years of experience in complex escalation resolution role
  • Excellent communication skills with fluency in English
  • Working knowledge of MS Excel or Google Sheets
  • Hands-on experience with ticketing tools (e.g., Freshdesk)
  • Proven track record of containing and resolving highly complex escalations

Benefits include competitive salary, comprehensive benefits package, and opportunities for career growth and development.

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