Customer Support Expert

2 weeks ago

Pune, Maharashtra, India beBeeSpecialist Full time ₹ 9,00,000 - ₹ 15,00,000

Job Opportunity:

We are seeking an expert in customer support to manage and resolve high-priority or complex customer issues that have been escalated beyond standard support channels.

The ideal candidate will act as a liaison between customers, internal teams, and financial institutions, ensuring timely, empathetic, and effective resolution while identifying root causes and driving continuous improvement.

Key Responsibilities:

  • Monitor and manage the escalation queue to ensure timely response and resolution
  • Investigate and resolve escalated customer issues with a focus on root cause analysis
  • Collaborate with internal teams and financial institutions to resolve the escalated 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 in accordance with SLAs and quality standards

Required Skills & Qualifications:

  • 5-6 years of experience in customer service, preferred with at least 2 years' experience in managing escalations or critical task queues.
  • Strong problem-solving and conflict-resolution skills
  • Excellent verbal and written communication
  • Ability to remain calm and professional under pressure
  • Proficiency in ticketing systems
  • Strong organizational skills and attention to detail
  • Ability to multitask and prioritize in a fast-paced environment

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