Escalation Manager

5 days ago

Delhi NCR, India 950d2d13-dd62-4325-b63e-614fee9e49ed Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Job Title: Escalation Manager

Location: Noida,UP,India

Shift: US

Job Summary:

As an Escalation Manager, you will be responsible for ensuring that any customer issues or concerns are addressed promptly and effectively, with the aim of maintaining a high level of customer satisfaction. You will play a critical role in managing and resolving escalated customer situations related to our professional services, maintaining a proactive approach to prevent escalations when possible, and driving continuous improvement in our customer service processes.

Key Responsibilities:

  1. Customer Issue Resolution:

  2. Act as the point of contact for customers experiencing issues or escalations related to services provided by the company.

  3. Assess and analyze customer concerns to understand the root causes and work towards resolution.

  4. Escalation Management:

  5. Develop a clear escalation process and workflow for handling customer issues, ensuring timely and effective resolution.

  6. Collaborate with cross-functional teams to investigate, resolve, and communicate solutions to customers in a clear and timely manner.

  7. Proactive Escalation Prevention:

  8. Identify potential escalation triggers and take proactive measures to prevent escalations by addressing issues before they reach a critical point.

  9. Provide guidance and training to teams involved in professional services to reduce the likelihood of escalations.

  10. Customer Advocacy:

  11. Advocate on behalf of the customer to ensure their concerns are heard and addressed appropriately within the organization.

  12. Develop and maintain relationships with key customers to foster trust and open communication.

  13. Reporting and Analysis:

  14. Create and maintain detailed records of escalations, including their causes, resolutions, and associated metrics.

  15. Provide regular reports and analysis to management to help identify trends and areas for improvement.

  16. Process Improvement:

  17. Collaborate with relevant departments to continuously improve customer service processes and procedures.

  18. Implement best practices to enhance the overall customer experience and reduce future escalations.

  19. Communication and Documentation:

  20. Document all interactions, resolutions, and key information related to customer escalations.

  21. Keep customers informed of the progress and status of their escalations.

Qualifications:

  • MBA with 7+ years experience or Bachelors with 9+ years experience
  • Proven experience in a customer-facing role or in customer service, with a strong track record of issue resolution.
  • Excellent communication and interpersonal skills, with the ability to empathize and build rapport with customers.
  • Strong problem-solving and analytical skills to effectively identify and address customer concerns.
  • Project management and process improvement skills are desirable.
  • Knowledge of staffing/recruitment services is a plus.

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