Customer Escalation Executive

5 days ago

Mumbai Maharashtra, India Alustruct Engineering Full time

Skill Required:

- Strong written and verbal communication skills, ability to respond in grammatically correct

English.
- Should be Graduate / Undergraduate.
- Should have minimum 1 year experience of handling escalation desk.
- Good knowledge of various social media platforms
- Should have understanding of case analysis
- Should be willing to work rotational shifts
- Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and

ability to be flexible and embrace change
- Exercise good judgment and independent decision-making skills
- Proactive Approach

**Job Description**:

- Manage customer escalations and coordinate resolution efforts with key stakeholders

(internal and external) by working cross-functionally to ensure issue ownership, action items,

and communications are fulfilled.
- Ensure Critical SLAs are met & adhered.
- Ensure customer escalations are resolved within agreed upon timelines, process change

ideas are implemented, and Influence others towards action and change.
- Provide Escalation Insights to stakeholders
- Utilizes available resources to solve complex escalations with mínimal guidance or

intervention
- Executes de-escalation tactics and strategies with team members
- Strong follow-up required on all the assigned cases.

Pay: ₹30,000.00 - ₹35,000.00 per month

**Experience**:

- Escalation Desk: 1 year (required)
- Customer Escalations: 1 year (required)
- SLAS: 1 year (required)
- MS Office: 1 year (required)
- Case analysis: 1 year (required)
- complex esacalations: 1 year (required)
- social media platforms: 1 year (required)

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