Escalation Specialist

1 day ago

Delhi NCR, India Tide - Business Management Platform Full time ₹ 4,50,000 - ₹ 9,00,000 per year

ABOUT THE TEAM

We are seeking a skilled and experienced escalations Associate. The successful candidate will be responsible for ensuring that the escalations Team resolve all escalations efficiently, effectively, in a timely manner and in accordance with any relevant policies and procedures while providing excellent customer service.

Some of the things youll be doing:

  • Monitor and track escalation resolution metrics to identify areas for improvement and develop action plans to address them;
  • Develop and implement policies and procedures for handling escalations in accordance with company guidelines.
  • Investigate and analyse escalations to identify the root cause of the issue.
  • Communicate with customers through various channels such as email or phone to resolve their escalations in a timely and professional manner;
  • Ensure adherence to TAT & 100 % responses to all escalations/queries;
  • Manage escalated escalations and work with other departments to resolve complex issues;
  • Collaborate with other departments, such as Member Support, Legal and Risk and Compliance, to ensure consistency and alignment in the handling of escalations;
  • Prepare reports and presentations for Senior Management and other stakeholders to communicate the status of escalations resolution activities and areas for improvement etc.

WHAT WE ARE LOOKING FOR

  • Excellent communication skills, both verbal and written
  • Minimum of 1–2 years of experience in escalations resolution or related field
  • Strong analytical skills and the ability to identify and solve problems efficiently
  • Excellent organisational and time management skills
  • Ability to handle and prioritise multiple tasks and demands
  • Capable of working independently as well as in a team
  • Bachelor's degree
  • Experience in NBFC/Fintech preferred

WHAT YOU WILL GET IN RETURN

  • Competitive salary
  • Self & Family Health Insurance
  • Term & Life Insurance
  • OPD Benefits
  • Mental wellbeing through Plumm
  • Learning & Development Budget
  • WFH Setup allowance
  • 15 days of Privilege leaves
  • 12 days of Casual leaves
  • 12 days of Sick leaves
  • 3 paid days off for volunteering or L&D activities

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