Chief Customer Advocate

3 days ago

Erode, Tamil Nadu, India beBeeEscalation Full time ₹ 6,00,000 - ₹ 10,00,000
Customer Escalation Manager

Job Title: Customer Escalation Manager

Job Type: Full-Time

Languages: English and Hindi

Academic Qualification: Any Graduate

Responsibilities:

Escalation Management

Effectively manage and resolve escalated customer issues related to refunds, disputes, and other concerns.

Investigate and analyze the root causes of escalations to prevent recurrence.

Refund Process

Process and oversee refund requests in adherence to company policies.

Collaborate with relevant departments to streamline refund processes and minimize errors.

Customer Interaction

Communicate with customers in a professional and empathetic manner to understand their concerns.

Provide timely updates to customers on the resolution status of their escalated cases.

Team Collaboration

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.

Generate regular reports on escalation trends and suggest improvements to prevent future issues.

Required Skills

  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities and analytical mindset.
  • Empathy and patience in dealing with customer concerns.
  • Ability to collaborate effectively with cross-functional teams.
  • Proficiency in using CRM software and customer support tools.

Key Competencies

  • Customer Focus: Demonstrated commitment to understanding and meeting customer needs.
  • Adaptability: Ability to adjust to changing priorities and work in a fast-paced environment.
  • Conflict Resolution: Proven ability to manage and resolve conflicts, turning challenges into opportunities for customer satisfaction.
  • Attention to Detail: Meticulous in maintaining accurate records and ensuring precision in refund processes.

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