कलेक्शन एग्जीक्यूटिव

An Escalation Job Description (JD) outlines roles handling complex, unresolved customer/internal issues, involving problem analysis, cross-team coordination, ensuring SLAs, and providing feedback, requiring strong communication, problem-solving, and empathy to resolve issues beyond frontline capabilities, bridging operational gaps with management. Roles range from Escalation Specialist to Manager, focused on swift, satisfactory resolution and customer retention. 

Key Responsibilities

• Handle Complex Issues: Take ownership of critical complaints/tickets that frontline staff can't resolve.

• Root Cause Analysis: Investigate problems to find underlying causes, not just symptoms.

• Coordinate & Collaborate: Work with various departments (Tech, Sales, Ops) for solutions.

• Stakeholder Communication: Keep customers, management, and teams updated on progress.

• SLA Management: Ensure timely resolution within agreed service levels.

• Feedback Loop: Provide insights to management to prevent future escalations. 

Essential Skills & Qualifications

• Problem-Solving: High-level analytical and critical thinking.

• Communication: Clear, empathetic, and persuasive communication (written & verbal).

• Technical/Product Knowledge: Broad understanding of products/services.

• Experience: Proven background in support, customer service, or related fields.

• Education: Often a Bachelor's in relevant fields like Commerce or Management. 

Typical Roles

• Escalation Specialist/

• Escalation Manager/

• Customer Experience
  
  L1 CANDIATES CAN APPLY FOR POSITIONS

• इस फुल टाइम अकाउंटेंट Job में 6 - 12 महीने का अनुभव वाले उम्मीदवारों की जरुरत है।