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Escalation Desk Executive

2 weeks ago

Andheri Mumbai Maharashtra, India Shaadi.Com Full time

**Key Responsibilities**
- Handle and resolve escalated customer inquiries and complaints.
- Investigate and analyze the root cause of customer issues and provide effective solutions.
- Maintain detailed records of escalated cases, including communication, issue resolution, and feedback.
- Coordinate with various internal departments (customer service, technical, sales, etc.) to resolve issues efficiently.
- Provide exceptional customer service by ensuring timely follow-ups and keeping customers updated about the status of their case.
- Ensure adherence to company policies and escalate unresolved issues to higher management when necessary.
- Work towards maintaining and improving customer satisfaction ratings.
- Prepare reports and document all cases for future reference and improvements.

**Required Qualifications**
- Minimum education: 12th pass (Higher Secondary).
- At least 1 year of experience in customer service, handling escalations, or a similar role.
- Excellent communication skills in English and Hindi (verbal and written).
- Strong problem-solving and conflict-resolution abilities.
- Ability to work under pressure and manage multiple escalations simultaneously.
- Good knowledge of CRM systems and the ability to document cases efficiently.
- Strong attention to detail and a customer-centric approach.

**Job Types**: Full-time, Permanent

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

**Benefits**:

- Health insurance
- Paid sick time
- Provident Fund

Schedule:

- Day shift

Supplemental Pay:

- Performance bonus
- Quarterly bonus

**Education**:

- Higher Secondary(12th Pass) (required)

**Experience**:

- Escalation: 1 year (required)

**Language**:

- English (required)

Work Location: In person