Customer Escalation Executive

4 days ago

Mumbai, Maharashtra, India Alustruct Engineering Full time ₹ 3,15,000 - ₹ 4,20,000 per year

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.
  • Proficient in using MS Office application like Excel, PowerPoint, Outlook
  • 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 minimal guidance or

intervention

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

Job Type: Full-time

Pay: ₹30, ₹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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