Escalation Specialist

18 hours ago

Bengaluru, Karnataka, India Owlspriority Full time US$ 60,000 - US$ 1,20,000 per year

Job Title: Client Retension Executive

Experience Required: Minimum 2 years of experience in handling escalations and retension of clients

Location: Remote

Department: Client Success

Reports To: Director

Job Summary:

We are seeking a results-driven and dynamic Client Retension Executive who can resolve clients disputes and retain clients in the most effective manner. There is no team management responsibility in this role. This role demands expert problem-solving and strong communication. Though this is a remote (Work from Home) job, you must be able to commute to office when there is a requirement. Apart from handling escalations, you will also act in the capacity of a Relationship Manager and strive to generate business through referrals and Upselling. You should be flexible to work as a support staff member in other departments seeking assistance.

Key responsibilities:

Maintain good client relations by building strong and transparent interpersonal relationship with clients,

Receive, analyse, and resolve clients concerns, complaints and disputes,

Maintain clear, professional communication with clients throughout the escalation lifecycle,

Document all escalations, actions taken, and outcomes in CRM,

Analyse trends and root causes to proactively reduce escalation volume and improve processes,

Negotiate resolutions and compensation within policy guidelines, ensuring clients satisfaction,

Ensure seamless availability during business hours,

Coordinate with designated senior officials and follow their instructions carefully and diligently,

Solve problems and issues in the most creative and strategic ways,

Maintain clients records accurately and UpToDate in the CRM and other places as instructed by the manager,

Should be flexible enough to handle other works as assigned by the manager,

Should be willing to work outside normal working hours of the company whenever required or instructed by manager.

Desired Candidate Profile:

Excellent and fast interpersonal relationship building ability

Excellent relationship management skills

Excellent complaints & disputes handling ability

Good English communication (both verbal and written)

Problem solving abilities

Should be able to work under pressure

Benefits:

Competitive salary.

Opportunities for career growth and development.

Remote work option.

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