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Escalation Executive

Mumbai, MH
Job Code:
  • IT
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Job Details

Customer ExperienceDemonstrates ownership of all customer contacts by personally ensuring that any action required is completed as promised in a simple, timely and responsive manner Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards (where applicable).Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer with a focus on resolving customer queries on first contact.Uses initiative to find suitable solutions that benefit the customer and the business.Seeks to understand & responds to all customers with willingness and appropriate tone and languageSeeks to educate the customer at every possible opportunity to empower them to self-care in future.Ensures follow-up action is taken when necessary and keeps the customer informed.Ensures own product, system, process and policy knowledge is current.Ensures that knowledge is shared amongst team members to provide exceptional customer service.Always looks for a solution that will benefit both the customer and the business that may be beyond the problem posed by the customer giving VTA (Value through Advice).Seeks to empower and educate L1 agents on common customer issues. Ensures availability to provide support and guidance to L1 agents.Takes ownership to resolve any escalated calls.2. Operational ExcellenceAdheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities.Is available to manage all customer interactions as rostered within parameters, inclusive of calls, emails and other tasks.Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work.Escalates issues to the attention of management, including equipment failure.Captures all customer details and data relevant to the call or service intervention efficiently and accurately.Adheres to all Contact Centre Policies, Procedures, Codes of Conduct and legislative requirementsResolves all customer queries within agreed time framesAlways provides feedback on issues that are driving customer dissatisfaction, along with suitable solutions, so that the root cause can be addressed by the business and the issue can be avoided in the future.Acts as a subject matter expert, providing coaching and guidance to team members who are less experienced.
Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-6


Credit Control & Collections | Finance/Budgeting | Financial Analysis
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