Escalation Specialist

5 hours ago

Bengaluru, Karnataka, India R360 Group Full time ₹ 3,00,000 - ₹ 8,00,000 per year

Company Description

R360 powers a data-driven customer engagement ecosystem designed to help global organizations foster customer loyalty. With over 18 years of expertise, R360's loyalty and reward platforms have supported loyalty programs for major brands such as Standard Chartered Bank, American Express, and HDFC Bank. The company maintains over 1,000 global retail partnerships and specializes in delivering customized reward programs, detailed customer segmentation, and data-driven campaigns. R360's diverse team collaborates closely with clients to drive customer acquisition, engagement, and long-term retention. By offering innovative solutions, R360 transforms one-time customers into lifelong brand advocates.

Role Description

This is a full-time on-site role for an Escalation Specialist, based in Bengaluru. The Escalation Specialist will handle escalated customer issues, manage customer complaints efficiently, and ensure resolutions align with company policies and customer satisfaction goals. Responsibilities include conducting root cause analysis, providing timely solutions, and collaborating with cross-functional teams to address complex issues. Maintaining high standards of communication and reporting metrics related to escalations are also key parts of this role.

Qualifications

  • Proven expertise in Escalations Management and resolving escalated customer issues
  • Strong Analytical Skills to identify root causes and propose effective solutions
  • Experience in Customer Support and customer relationship management
  • Excellent Communication skills, both written and verbal
  • Ability to manage time effectively and prioritize tasks
  • Proficiency in using customer service or ticketing tools is a plus
  • Prior experience in a similar role or customer-centric industry is an advantage
  • Bachelor's degree in Business Administration, Marketing, or related field preferred

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