Customer Escalation Team Lead

4 days ago

Hyderabad, Telangana, India Careers at Midwest Goods Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Customer Service Escalation Team Lead

Do you thrive in fast-paced environments and enjoy resolving complex customer issues? Are you a problem-solving pro with excellent communication and interpersonal skills? If so, then a Customer Service Escalation Specialist role might be the perfect opportunity for you

Job description:

We are seeking a motivated and detail-oriented Customer Service Escalation Specialist to join our growing team. In this crucial role, you will be the bridge between our frontline customer service representatives and complex customer issues. You will take ownership of escalated cases, analyze problems, develop creative solutions, and ensure customer satisfaction is restored.

Responsibilities:

  • Resolve Complex Customer Issues:
  • Receive escalated customer complaints, inquiries, and concerns from frontline representatives.
  • Conduct thorough investigations to understand the root cause of customer dissatisfaction.
  • Develop and implement effective solutions that meet or exceed customer expectations.
  • Communicate clearly and professionally with customers throughout the resolution process, keeping them informed and updated.
  • Enhance Customer Satisfaction:
  • Prioritize customer satisfaction and strive to build positive relationships with even the most frustrated customers.
  • Utilize de-escalation techniques to calm upset customers and maintain a professional demeanor.
  • Work collaboratively with the Sales Department to resolve cross-functional issues.
  • Process Improvement:
  • Identify recurring customer issues and areas for improvement within the customer service process.
  • Collaborate with the team to develop and implement solutions that streamline processes and prevent future escalations.
  • Analyze customer feedback to identify trends and areas where customer service training or resources can be improved.
  • Communication and Reporting:
  • Document all interactions with customers thoroughly and accurately.
  • Prepare clear and concise reports on customer escalations, including root cause analysis and resolution details.
  • Communicate effectively with internal teams, keeping them informed of complex customer issues.

Required Skills and Education:

  • Minimum 2-3 years of experience in customer service, with a focus on resolving escalated issues.
  • Strong analytical and problem-solving skills, with the ability to identify the root cause of complex customer concerns.
  • Excellent communication skills, both written and verbal, with the ability to explain complex information clearly and concisely.
  • Exceptional interpersonal skills and the ability to build rapport with customers, even in challenging situations.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Ability to work independently while also being a team player.
  • Excellent time management skills and the ability to prioritize multiple tasks.
  • Strong attention to detail and a commitment to accuracy.

Preferred Skills and Education:

  • Bachelor's degree in a relevant field (e.g., Business Administration, Communications) preferred.
  • Experience working in a fast-paced, high-volume customer service environment.
  • Knowledge of customer service best practices and escalation procedures.
  • Experience with CRM (Customer Relationship Management) software

What We Offer as Benefits / What you'll get In Return:

  • A highly competitive benefits package with a team-oriented, mission-driven, supportive environment.
  • Excellent environment with growth opportunities.
  • Excellent salary package.
  • Weekly meals with Employee Assistance Program Employee Birthday Celebration.

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