Escalation Executive

Should have minimum 2 years experience of handling escalation desk. 

Academia : Graduate or Equivalent.

Industry : Consumer Electronics Appliances / Finance / BPO

Process: Call / Chats / Mails

Key Skills :

• Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross functionally to ensure issue ownership, action items, and communications are fulfilled.

• Ensure Critical SLAs are met & adhered.

• Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.

• Provide Escalation Insights to stakeholders

• Utilizes available resources to solve complex escalations with minimal guidance or intervention 

• Executes de-escalation tactics and strategies with team members 

• Strong follow-up required on all the assigned cases. 

Strong written and verbal communication skills, ability to respond in grammatically correct English. 

• Proficient in using MS Office application like Excel, PowerPoint, Outlook

• Good knowledge of various social media platforms

• Should have understanding of case analysis

• Should be willing to work rotational shifts

• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change

• Exercise good judgment and independent decision-making skills

• Proactive Approach