Support Resolution Expert

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