
Escalation Specialist
4 days ago
Job Title: Escalation Specialist
Job Type: Full-Time
Languages: English and Hindi
Academic Qualification: Any Graduate
Responsibilities:
Customer Escalation Handling:
▪ 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 Management:
▪ Process and oversee refund requests in adherence to company policies.
▪ Collaborate with relevant departments to streamline refund processes and minimize errors.
• Communication and 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.
Collaboration with Cross-functional Teams:
▪ 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.
Skill Requirements:
• 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.
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.
Websites:
Social Media:
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