Customer Support- Email Support Agent – Customer Escalations

Key Responsibilities :

• Customer Escalation Handling :
• Respond to customer escalations within 24 hours of the complaint being raised via email, providing timely and clear communication.
• Coordinating with Internal Teams :
• Liaise with relevant teams to understand the issue raised in the escalation and ensure a resolution is provided.
• Customer Communication :
• Act as a mediator between the customer and internal teams, updating the customer on the status and final resolution of their issue.
• Escalation Management :
• Monitor and ensure that all escalations are addressed within the set TAT (Turnaround Time), keeping track of any delays and ensuring timely follow-ups.
• Tracker Management :
• Maintain accurate and up-to-date records of escalations, customer interactions, and resolutions in an Excel tracker. Ensure data hygiene and report any recurring issues or trends.
• Excel Proficiency :
• Use Excel to manage, update, and analyze escalation data. Create and maintain trackers to monitor the status and resolution timelines of customer complaints.
• Process Adherence :
• Follow company protocols and procedures for customer interactions and escalations, ensuring that customer issues are handled efficiently and professionally.

Qualifications :

Key Skills :

Skills Required

Customer Support, Escalation Management