A Huge Furniture Ecommerce Company is Urgently Hiring for Call Escalation Profiles at Koramangala , Bangalore

This would be a fantastic defining opportunity for a person who enjoys a role filled with variety, challenges, and autonomy. As an Escalation specialist your responsibility will be for supporting and managing escalation by following protocol and solving the problem quickly and with clarity while maintaining the relationships between customers and departments.

Responsibilities & Duties

Handle Inbound/Tickets of the customers via Inbound/L2 team in a fast-paced environment.

Quickly identifying and understanding customers' needs for escalated calls.

Performs work in accordance with standardized policies and procedures.

Provide exceptional service to customers, excelling in empathy and ownership.

Establish correct expectations, enforce relief and resolve through effective communication.

Contribute to Quick and Effective problem solving.

Facilitate customer retention and customer resolution efforts with excellent customer follow-up skills required.

Ability to accurately, and efficiently document customer interactions within our Software(CRM)

Consistently meet role-specific Key Performance Indicators (KPIs)

Coordinating with internal stakeholders and providing resolution to customer

Ability to handle escalations and diffuse crisis situations

Should be able to interact with customer and internal stakeholders confidently

Think out of the box and spearhead initiatives for improving customer experience

Solution oriented approach and instant decision making capability.

Self-motivated with a results-driven approach to meet the set targets.

Customer focused , Service recovery oriented approach , Ownership and multitasking.

Requirement

Good Knowledge and understanding ofproduct and process.

Excellent communication skills verbal and written.

Ability to handle pressure and equalize peak work.

Ability to work in a team escalation environment with minimum supervision.

Good stakeholder management skills

Should be Patient , Presentable and Polite.

Proficiency in English, Kannada and Hindi is mandatory.