Escalations Executive

Location

Mumbai | India

Job description

Job Role- Escalations Executive

Location: Mumbai

Education- Graduate.

Experience: 1 to 5 Years

Salary- Up to 3.5 LPA

Job Description:

· Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.

· Ensure Critical SLAs are met & adhered.

Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.

Provide Escalation Insights to stakeholders

· Utilizes available resources to solve complex escalations with minimal guidance or intervention 

· Executes de-escalation tactics and strategies with team members 

Strong follow-up required on all the assigned cases.

Skill Required:

· Strong written and verbal communication skills, ability to respond in grammatically correct English.

· Should be Graduate / Undergraduate.

· Should have minimum 1 year experience of handling escalation desk.

· Proficient in using MS Office application like Excel, PowerPoint, Outlook

· Good knowledge of various social media platforms

· Should have understanding of case analysis

· Should be willing to work rotational shifts

· Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change

· Exercise good judgment and independent decision-making skills

· Proactive Approach

Job tags

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