Customer Support Specialist

Key Responsibilities

Customer Support & Escalation Handling -

Serve as the primary contact for customer escalations received through email and IVR channels.

Manage and resolve queries related to lounge access, card validation, and other service-related concerns.

Handle urgent or high-impact escalations promptly, ensuring resolution within agreed SLAs and TATs.

Coordination & Stakeholder Communication -

Providing support on Whatsapp groups

Liaise with partner lounges, banking partners, and internal operations / product teams for issue resolution.

Ensure seamless communication flow between all stakeholders and track issues end-to-end until closure.

Escalate recurring or critical issues proactively to ensure timely management intervention.

Reporting & Documentation -

Maintain accurate and up-to-date records of all customer interactions, complaints, and resolutions using CRM tools.

Prepare daily, weekly, and monthly reports on escalation trends, turnaround times, and performance metrics.

Support the management team with ad-hoc reporting and service analytics.

BUDGET for the above profile : 6 LPA, and location is T3 terminal (Delhi)

Shift- Rotational shift