Olive Green Consulting
Location
Mumbai | India
Job description
Job Title: Executive/Sr.Executive – Escalation Desk
Experience: 1 Year
CTC: 3.6 LPA
Location: Mumbai
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 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.
Job tags
Salary
