Job Description

Brick&Bolt is a managed marketplace providing construction services. We are category creators and front-runners in this space. We are solving one of the most complex business problems and creating an ecosystem of trust for the stakeholders- Customers, Construction professionals, and Material vendors. Construction has been a highly unorganized and severely tech-deficit industry globally. We are not just trying to organize but disrupt the industry completely using technology and processes - creating the playbook for the industry.

? Indian real estate is earmarked to be a $650 billion market in 2025 and a $1 trillion worth sector in 2030. With 85%+ construction still unorganized in India, Brick&Bolt is on a path to capture this massive and fragmented market using our technology and processes.

? We have presence in more than 12 cities. In Jan 2023, we raised Series A2 funding of $10 million from Accel and Celesta Capital, taking our cumulative fund raise to $16 million. Earlier Sequoia Surge, Fundamental, HDFC Capital Advisors Limited and Stride Ventures have invested in Brick&Bolt.

Designation: Associate / Senior Associate - Customer Escalations

About the Role

We are looking for an experienced Customer Escalations Associate / Senior Associate to join our support team, ensuring effective resolution of tickets and feedback / VOC collection. The ideal candidate will have excellent communication skills, an obsession for customer satisfaction, and proven experience in resolving L3 / CEO escalations across Voice and Email.

Responsibilities:

?Timely and effective resolution of customer queries, complaints, and escalations.

?Key performance indicators (KPIs) include customer satisfaction (C-SAT), first response time (FRT), resolution time (Q2R).

?Full ownership of the assigned cases and not rest until the issue has been resolved to customer's satisfaction.

?Collaborate with dependency teams (both internal and external) and confidently interact with management / leadership.

?Write detailed reports (with executive summary) on escalations / customer feedback to leadership / management.

?Adhere to the SOPs and compliance requirements, exercising sound judgment to navigate obstacles independently.

?Act as a voice of the customer and provide insightful feedback to internal teams on improvements areas.

Ideal Candidate:

?Champion of customer-centricity and empathy, demonstrating unwavering drive for resolving customer issues.

?2+ years of experience in customer support at a leading B2C organization.

?1+ years of experience in L3 / CEO / Social Media escalations role.

?Excellent communication skills with fluency in English, Hindi and Kannada (fluency in Tamil or Telugu is a bonus).

?Bachelor's degree in any field.

?Working knowledge of MS Excel / Google Sheets preferred.

?Hands-on experience with ticketing tools (e.g., Freshdesk).

?Proven track record of containing and resolving highly complex escalations .

Job Type: Full-time

Pay: ?25,000.00 - ?40,000.00 per month

Benefits:

Cell phone reimbursement Health insurance Life insurance Provident Fund
Work Location: In person

Speak with the employer

+91 9036872945