Senior Officer - Escalation Specialist

Key Purpose:

- The role is critical to business for delivering execellent customer experience and de-escalate critical issues.
- Respond to customer inquiries through various channels, CRM Modules email, and chat
- Collaborate with other departments to resolve customer issues and escalate complex cases when necessary.
- Document and maintain detailed records of customer interactions in the customer service database.
- Resolve the escalations by following up with respective stakeholders internally and externally 
- Monitor customer accounts for fraudulent activity and take appropriate actions to mitigate risks.
- Collaborate with the team to develop strategies and initiatives for improving overall customer service and satisfaction.
- Address  customer questions, concerns, and complaints promptly and professionally
- Offer product and service information to customers, assisting them in making informed purchasing decisions.
- Should be flexible working hours/days

Expected deliverables

Financial - De-escalate customer escalations which would have legal & financial implications. Winback customers who escalate issues

Customer - Response and resolution SLA, CSAT score
Process - Process compliance score, Root cause fix and track end to end
Learning and Growth – Strong critical thinking and problem solving skills    and risk mitigation approaches

Cultural Pillars :

Customer and Data Obsession, Fast and Frugal, Benchmark and Better the Best Meritocratic and Caring, Fun and Fulfilment

Skillset : High customer satisfaction and positive customer feedback.
Increased customer loyalty.
Accurate and up-to-date customer records for seamless interactions.

Educational Qualifications : Bachelor's degree or equivalent experience in customer service or                                   a related field.
Minimum of two years of customer service experience, preferably in an eCommerce environment.
Proficiency in eCommerce platforms and customer service software.
Strong knowledge of Microsoft Office Suite.
Excellent communication, problem-solving, and interpersonal skills

2-4 Years of Minimum experience required