Job Description

Skill Required:

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

Should be Graduate / Undergraduate. Should have minimum 1 year experience of handling escalation desk. 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
:

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.
Job Type: Full-time

Pay: ₹30,000.00 - ₹35,000.00 per month

Experience:

Escalation Desk: 1 year (Required) Customer Escalations: 1 year (Required) SLAS: 1 year (Required) MS Office: 1 year (Required) Case analysis: 1 year (Required) complex esacalations: 1 year (Required) social media platforms: 1 year (Required)
Work Location: In person