Escalation Specialist

Job description

Key Purpose:

- The role is critical to business for delivering excellent customer experience and de-escalate critical issues.

- Respond to customer inquiries through various channels, CRM Modules email, and chat

- Collaborate with other departments to resolve customer issues and escalate complex cases when necessary.

- Document and maintain detailed records of customer interactions in the customer service database.

- Resolve the escalations by following up with respective stakeholders internally and externally

- Monitor customer accounts for fraudulent activity and take appropriate actions to mitigate risks.

- Collaborate with the team to develop strategies and initiatives for improving overall customer service and satisfaction.

- Address customer questions, concerns, and complaints promptly and professionally

- Offer product and service information to customers, assisting them in making informed purchasing decisions.

- Should be flexible working hours/days

Expected deliverables

Financial - De-escalate customer escalations which would have legal & financial implications. Win back customers who escalate issues

Customer - Response and resolution SLA, CSAT score

Process - Process compliance score, Root cause fix and track end to end

Learning and Growth Strong critical thinking and problem solving skills and risk mitigation approaches

Cultural Pillars :

Customer and Data Obsession, Fast and Frugal, Benchmark and Better the Best Meritocratic and Caring, Fun and Fulfilment

Skillset : High customer satisfaction and positive customer feedback.

Increased customer loyalty.

Accurate and up-to-date customer records for seamless interactions.

Educational Qualifications : Bachelor's degree or equivalent experience in customer service or a related field.

Minimum of 1 year of customer service experience, preferably in an eCommerce environment.

Proficiency in eCommerce platforms and customer service software.

Strong knowledge of Microsoft Office Suite.

Excellent communication, problem-solving, and interpersonal skills

6 months - 1 yr of experience is preferable