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Customer care Escalations

1.00 to 5.00 Years   Bangalore   27 Dec, 2023
ZG STAFFING SOLUTIONS
Job LocationBangalore
EducationNot Mentioned
SalaryRs 3.0 - 5 Lakh/Yr
IndustryInsurance
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    telecaller (or customer service representative) needs to escalate a customers issue or concern to a higher level of support or management. The responsibilities of a telecaller handling escalations may include:
    1. Understanding Customer Issues:
      • Listen attentively to the customers complaint or concern.
      • Clarify and gather all necessary information to fully understand the issue.
    2. Troubleshooting:
      • Attempt to resolve the customers problem within their authority and capabilities.
      • Provide accurate and helpful information to address straightforward issues.
    3. Empathy and Communication:
      • Display empathy and understanding to reassure the customer that their concerns are being taken seriously.
      • Communicate clearly and effectively, ensuring the customer is aware of the steps being taken.
    4. Following Protocols:
      • Adhere to company policies and protocols when dealing with customer complaints.
      • Use established procedures to handle common issues and escalate when necessary.
    5. Escalation Decision-Making:
      • Assess the severity and complexity of the issue to determine whether it requires escalation.
      • Use judgment to decide if the issue falls outside the telecallers scope of authority or expertise.
    6. Documentation:
      • Document all relevant details about the customers issue, including steps taken to address it.
      • Provide comprehensive information for the next level of support.
    7. Timely Escalation:
      • Escalate the issue promptly if it cannot be resolved at the telecaller level.
      • Ensure that the escalation process aligns with established timelines and service level agreements.
    8. Coordination with Higher-Level Support:
      • Collaborate with higher-level support or management to transfer the issue seamlessly.
      • Provide a clear and concise summary of the problem to facilitate a quicker resolution.
    9. Feedback and Improvement:
      • Share feedback with the management team about recurring issues that may require process improvements.
      • Suggest enhancements to customer service procedures based on feedback and experiences.
    10. Follow-Up:
      • Follow up with the customer after the escalation has taken place to ensure the resolution meets their expectations.
      • Confirm that the issue has been fully addressed and provide any additional assistance if needed.
    11. Professionalism:
      • Maintain a professional and calm demeanor, even in challenging situations.
      • Uphold the companys image and reputation by treating customers respectfully.
    These responsibilities are crucial in ensuring that customer concerns are addressed effectively, maintaining customer satisfaction, and contributing to overall customer service excellence.

Keyskills :
escalationsescalation management

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