Escalation Desk Associate

2 days ago

Marol Mumbai Maharashtra, India OneAssist Consumer Solutions Pvt. Ltd Full time

**About OneAssist: -**

Everyday life comes with many worries - in a world where time is at a premium, where life is becoming more and more nuclear, the challenges of managing serious disruptions get more and more difficult, hence necessary. Be it in areas relating to financial products, travel, household products, etc. OneAssist would want to provide consumers the convenience of reaching out to one place, assisting them with products, services, and secure solutions helping make their lives easier. The core value proposition is around Assistance, Protection, and Savings.

**Founded**:July 2011

**Commercial Launch**: May 2012

**Series A**: Sequoia Capital and Lightspeed Venture Partners

**Series B**: Assurant Inc (Fortune 500, USD 9 Billion company), Sequoia Capital, LightSpeed Venture Partners

**Series C**:Sequoia, Lightspeed, and Assurant

**No. of Paying Customers (not just users)**: 4 Million and growing

**Key Differentiators**:

- Solid Partnerships with leading banks, leading mobile OEMs, and other ecosystem players.
- Category creator and leader.
- One of the best membership renewal rates in the country for membership fee-based products.
- 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.

**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

**Salary**: Up to ₹30,000.00 per month

Schedule:

- Day shift

Ability to commute/relocate:

- Gamdevi, Marol Naka, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (required)

**Experience**:

- Handling escalation desk: 1 year (required)
- total work: 1 year (required)

**Speak with the employer**

+91-XXXXXXXXXX

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