Trove Consulting Private Limited
Location
Bangalore | India
Job description
Overview:
The Escalation Specialist plays a crucial role in addressing and resolving customer issues that have been escalated to a higher level within the organization. They are responsible for handling complex customer complaints and ensuring that effective solutions are provided in a timely manner ultimately contributing to customer satisfaction and retention.
Key Responsibilities:
- Investigate and analyze escalated customer complaints and issues
- Collaborate with relevant departments to address customer concerns
- Provide timely and accurate responses to escalated customer inquiries
- Develop and implement effective escalation resolution procedures
- Communicate with customers to understand their concerns and provide updates on the resolution process
- Document and track all escalated cases and resolutions
- Identify recurring issues and escalate them to management for further action
- Ensure that service level agreements for escalation resolution are met
- Conduct root cause analysis to prevent future escalations
- Provide support and guidance to frontline staff on handling escalated cases
- Prepare detailed reports on escalated cases and resolution outcomes
- Participate in continuous improvement initiatives to enhance the escalation process
- Stay updated on industry best practices for handling escalations
- Adhere to company policies and procedures when handling escalated cases
- Collaborate with other teams to improve overall customer experience
Required Qualifications:
- Bachelors degree in business administration or a related field
- Proven experience in a customer service or escalation role
- Excellent problemsolving skills and the ability to think critically under pressure
- Strong communication and interpersonal skills
- Ability to remain calm and professional when handling escalated situations
- Exceptional time management and organizational abilities
- Ability to work well in a fastpaced and dynamic environment
- Experience in conflict resolution and negotiation
- Proficiency in using customer relationship management (CRM) software
- Understanding of customer satisfaction metrics and key performance indicators
- Knowledge of escalation handling best practices and techniques
- Ability to work collaboratively with crossfunctional teams
- Strong attention to detail and accuracy in documentation
- Flexibility to work in shifts and adapt to changing work schedules
- Commitment to providing outstanding customer service and support
communication,customer service,time management,conflict resolution,escalation,escalation resolution
Job tags
Salary
