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Escalation Lead

3.00 to 0.00 Years   Bangalore   23 Jun, 2022
Dezire HR Services Hiring For DHS
Job LocationBangalore
EducationNot Mentioned
SalaryRs 2.0 - 5 Lakh/Yr
IndustryInternet / E-Commerce
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Openings for Escalation DeskVirtual Interviews for Escalation DeskCall me at hidden_mobileJob Title - CC- ED Supervisor (Case Manager)Job Purpose:-Responsible to work on an Escalations raised through Multiple platforms (social media, Inbound, Outbound, Chat, Email) andensuring end to end closure on the ticket. Rendering Effective communication with the Customer on the progress/Update of the complaint Via Outbound calling/Email.Job Duties -
    • Working on Escalation driven contacts and ensuring timely closure through outbound calling and Email.
    • Delivers day to day Qualitative production target.
    • Listen to Operations/quality leads feedback and resolve any issues or conflicts.
    • Work and complete the assigned tasks end to end, manage customer expectations and provide quick && accurate resolution within thespecified TAT.
    • Maintain high level of compliance to the standard operational procedures defined by the LOB.
    • Maintain accurate and updated knowledge of Myntras procedures and systems.
    • Ability to perform multiple tasks and adjust quickly in short timeframe with limited supervision
    • Ability to build rapport with stakeholders across the org.
    • Tremendous patience and problem-solving skills.
    • Identify trends in Task flow and provide insights wherever possible to the training and operations.
    • Creating an inspiring team environment with an open communication culture.
    • Ensures compliance with established company and regulatory guidelines and procedures to provide high-quality service and outstanding customer care.
    • Participates in the implementation of company initiatives and strategies.
    Required Skills -
    • Need to have minimum 3 years of experience as senior customer executive, preferably customer escalations.
    • Customer centricity
    • Listening skills
    • Domain Knowledge
    • Analytical skills
    • Decision making abilities
    • Call Handling Skills
    • Proven work experience on providing customer experience role.
    • Excellent written, verbal communication and negotiation skills (Hindi & English)
    • Ability to manage customer expectations clearly, concisely, and in summary format.
    • Strong negotiation and objection handling skills.
    • Understanding of cross-functional relationships and processes critical to driving issue resolution.
    Eligibility Criteria -
    • Should be flexible to work in shifts and rotational /Split Week Offs(2Week off)(During Business requirement Should be aligned to 6 days
    • working module)
    • Should be diligent in Escalation Handling
    • Comfortable with Calling Customers/ Making OB - Domestic
    • Should be adaptive to target driven Environment.
    • Should be from Bangalore or Must relocate to Bangalore
    • Should be flexible to work in cross functional teams as and when needed and on different Projects.
    Rounds:-
    • HR
    • Opps
    • TL
    • Salary discussion

Keyskills :
escalation resolutionvoice processescalations managementescalation processcustomer service

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