Hiring Alert | Escalation Specialist (Customer Experience)
Location: Koramangala, Bangalore
Experience: 2 to 3 Years
Salary: Up to 22,000 to 29,000 Take Home + Fixed Variable up to 5,000
Working: 6 Days a Week | 1 Rotational Off.
- We are hiring an Escalation Specialist who is passionate about delivering exceptional customer experiences and resolving complex customer issues with empathy, ownership, and professionalism.
- If you have experience in customer escalations and enjoy solving challenging cases while working with cross-functional teams, we'd love to hear from you!
-> Key Responsibilities
- Handle customer escalations through Voice, l2 Support, and Ticketing channels.
- Resolve customer concerns within defined Slas while ensuring an outstanding customer experience.
- Coordinate with internal stakeholders for timely issue resolution.
- Handle critical customer situations with confidence, patience, and professionalism.
- Accurately document customer interactions in crm.
- Meet productivity, quality, and customer satisfaction Kpis.
- Identify trends and suggest process improvements to enhance customer experience.
- Take complete ownership of customer issues until closure.
- Maintain high standards of customer service and service recovery.
-> Eligibility Criteria
- 1 - 3 years of recent experience in Customer Support (Voice) or 1 - 3 years of experience in Escalation Handling.
- Experience in Fintech, Banking, nbfc, Payments, Bfsi, or e-commerce is preferred.
- Strong stakeholder management and communication skills.
- Ability to work in a fast-paced environment with supervision.
- Strong analytical, problem-solving, and decision-making abilities.
-> Mandatory Skills
- Excellent verbal and written communication skills
- Customer Escalation Handling
- Voice & Ticket Support Experience
- Conflict Resolution & Service Recovery
- Patient, Presentable & Polite Personality
Interested candidates can share their updated resume to whats app - Hr Vijay [98 440 46 333]
