Position Summary :

We are seeking a dedicated and customer-focused Escalation and Customer Support Executive to join our team. In this role, you will play a crucial part in ensuring customer satisfaction by addressing and resolving escalated issues promptly and effectively. The ideal candidate will possess strong communication skills, problem-solving abilities, and a commitment to delivering exceptional customer service.

Key Responsibilities :

1. Manage and resolve escalated customer issues in a timely and professional manner.

2. Collaborate with other support team members to gather information and insights to address customer concerns.

3. Act as a point of contact for complex customer queries and provide solutions that meet their needs.

4. Utilize communication channels, such as email, phone, and chat, to interact with customers and resolve their concerns.

5. Identify trends in escalated issues and collaborate with the team to implement proactive solutions.

6. Maintain accurate records of customer interactions and escalations in the CRM system.

7. Provide feedback to the product and service teams based on customer insights to contribute to continuous improvement.

8. Ensure customer satisfaction and retention by building positive relationships through effective communication and problem resolution.

9. Collaborate with the North America team to understand and offload designated tasks to the India operations.

10. Ensure timely and accurate execution of tasks, maintaining the high standards set by the North America team.

11. Provide regular updates and reports on the progress of offloaded activities.

Requirements :

1. Minimum 2+ years of experience into Customer Support roles.

2. Should be a Graduate in any discipline with excellent communication skills, both written and verbal.

3. Strong problem-solving abilities and a proactive approach to addressing customer concerns.

4. Able to manage the Inbound and Outbound process and handle the International Customers effectively.

5. Ability to work collaboratively in a team environment.

6. Familiarity with CRM systems and support tools.

7. Empathy and patience in dealing with customer issues.

8. Strong organizational skills with attention to detail and ability to adapt to a fast-paced and dynamic work environment.

9. Strong multitasking abilities to manage and prioritize tasks effectively.

10. Detail-oriented with a focus on maintaining high-quality standards.