Escalation Specialist

2 days ago

Bengaluru, Karnataka, India Trove Consulting Full time ₹ 4,50,000 - ₹ 9,00,000 per year
Overview: The Escalation Specialist plays a crucial role in addressing and resolving customer issues that have been escalated to a higher level within the organization. They are responsible for handling complex customer complaints and ensuring that effective solutions are provided in a timely manner, ultimately contributing to customer satisfaction and retention.Key Responsibilities:
  • Investigate and analyze escalated customer complaints and issues
  • Collaborate with relevant departments to address customer concerns
  • Provide timely and accurate responses to escalated customer inquiries
  • Develop and implement effective escalation resolution procedures
  • Communicate with customers to understand their concerns and provide updates on the resolution process
  • Document and track all escalated cases and resolutions
  • Identify recurring issues and escalate them to management for further action
  • Ensure that service level agreements for escalation resolution are met
  • Conduct root cause analysis to prevent future escalations
  • Provide support and guidance to frontline staff on handling escalated cases
  • Prepare detailed reports on escalated cases and resolution outcomes
  • Participate in continuous improvement initiatives to enhance the escalation process
  • Stay updated on industry best practices for handling escalations
  • Adhere to company policies and procedures when handling escalated cases
  • Collaborate with other teams to improve overall customer experience
Required Qualifications:
  • Bachelor's degree in business administration or a related field
  • Proven experience in a customer service or escalation role
  • Excellent problem-solving skills and the ability to think critically under pressure
  • Strong communication and interpersonal skills
  • Ability to remain calm and professional when handling escalated situations
  • Exceptional time management and organizational abilities
  • Ability to work well in a fast-paced and dynamic environment
  • Experience in conflict resolution and negotiation
  • Proficiency in using customer relationship management (CRM) software
  • Understanding of customer satisfaction metrics and key performance indicators
  • Knowledge of escalation handling best practices and techniques
  • Ability to work collaboratively with cross-functional teams
  • Strong attention to detail and accuracy in documentation
  • Flexibility to work in shifts and adapt to changing work schedules
  • Commitment to providing outstanding customer service and support

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