Escalation Resolution Specialist

7 days ago

Bengaluru, Karnataka, India Rupeek Full time
Job Description

We are seeking a skilled professional to join our dynamic customer service team as a Customer Service Manager. The successful candidate will have a strong background in customer service, finance, or a related field, with a minimum of 5 years of experience in an escalation management role, preferably in the BFSI or Fintech sectors.

Responsibilities include managing customer escalations, collaborating with internal teams, identifying process gaps, and implementing corrective action plans. The ideal candidate will possess strong problem-solving skills, with the ability to navigate complex regulatory environments and handle challenging situations.

About Us

Rupeek is a leading fintech company dedicated to providing innovative financial solutions to customers. We are committed to delivering exceptional customer experiences and strive to be the preferred choice for our customers.

Key Performance Indicators

- Reduction in the number of customer escalations and complaints.
- Improvement in First Contact Resolution (FCR) rates.
- Increase in Net Promoter Scores (NPS) and overall customer satisfaction.
- Reduction in resolution time for critical or high-priority issues.
- Successful implementation of process improvements to reduce future escalations.

How You Will Contribute

- Investigate and analyze root causes of customer issues, providing solutions to prevent recurrence.
- Collaborate with internal teams to resolve customer issues and improve service delivery.
- Identify process gaps and implement corrective action plans to reduce customer complaints.

What You Will Get

- Opportunity to work with a dynamic customer service team at a leading fintech company.
- Professional growth and development opportunities in a fast-paced environment.
- Competitive salary and benefits package.

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