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Hiring Alert | Escalation Specialist (Customer Experience)

Location: Koramangala, Bangalore
Experience: 2 to 3 Years
Salary: Up to 22,000 to 29,000 Take Home + Fixed Variable up to 5,000
Working: 6 Days a Week | 1 Rotational Off.

• We are hiring an Escalation Specialist who is passionate about delivering exceptional customer experiences and resolving complex customer issues with empathy, ownership, and professionalism.

• If you have experience in customer escalations and enjoy solving challenging cases while working with cross-functional teams, we'd love to hear from you!

-> Key Responsibilities:

• Handle customer escalations through Voice, l2 Support, and Ticketing channels.

• Resolve customer concerns within defined Slas while ensuring an outstanding customer experience.

• Coordinate with internal stakeholders for timely issue resolution.

• Handle critical customer situations with confidence, patience, and professionalism.

• Accurately document customer interactions in crm.

• Meet productivity, quality, and customer satisfaction Kpis.

• Identify trends and suggest process improvements to enhance customer experience.

• Take complete ownership of customer issues until closure.

• Maintain high standards of customer service and service recovery.

-> Eligibility Criteria:

• 1 - 3 years of recent experience in Customer Support (Voice) or 1 - 3 years of experience in Escalation Handling.

• Experience in Fintech, Banking, nbfc, Payments, Bfsi, or e-commerce is preferred.

• Strong stakeholder management and communication skills.

• Ability to work in a fast-paced environment with supervision.

• Strong analytical, problem-solving, and decision-making abilities.

-> Mandatory Skills:

• Excellent verbal and written communication skills

• Customer Escalation Handling

• Voice & Ticket Support Experience

• Conflict Resolution & Service Recovery

• Patient, Presentable & Polite Personality

Interested candidates can share their updated resume to whats app - Hr Vijay [98 440 46 333]

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 3 years of experience.