Customer Support- Email Support Agent – Customer Escalations

Responsibilities

• Customer Escalation Handling: Respond to customer escalations within 24 hours of the complaint being raised via email, providing timely and clear communication.
• Coordinating with Internal Teams: Liaise with relevant teams to understand the issue raised in the escalation and ensure a resolution is provided.
• Customer Communication: Act as a mediator between the customer and internal teams, updating the customer on the status and final resolution of their issue.
• Escalation Management: Monitor and ensure that all escalations are addressed within the set TAT (Turnaround Time), keeping track of any delays and ensuring timely follow-ups.
• Tracker Management: Maintain accurate and up-to-date records of escalations, customer interactions, and resolutions in an Excel tracker.
• Ensure data hygiene and report any recurring issues or trends.
• Excel Proficiency: Use Excel to manage, update, and analyze escalation data.
• Create and maintain trackers to monitor the status and resolution timelines of customer complaints.
• Process Adherence: Follow company protocols and procedures for customer interactions and escalations, ensuring that customer issues are handled efficiently and professionally.

Requirements

Not Mentioned - Not Mentioned - Not Mentioned - Age: 14-60 ## Skills - Customer Escalation Handling - Customer Support - Email Support Agent - Coordinating with Internal Teams - Escalation Management ##

Qualifications

• Proven experience in customer support or similar roles, preferably with exposure to escalation handling.
• Strong communication skills, both written and verbal.
• Good typing speed and accuracy in handling multiple customer queries.
• Proficiency in Microsoft Excel, with experience in creating and maintaining trackers.
• Ability to work in a fast-paced environment and manage escalations within deadlines.
• Excellent problem-solving skills and attention to detail.
• Working 6 days a week Rotational week off Key Skills: Email Communication Customer Escalation Management Team Coordination Excel Tracker Management Time Management TAT Monitoring Problem-Solving Attention to Detail ##

How to Apply

Apply on NCS: | Email: info@foundit.in | Phone: 8069857811