Escalation Specialist

Responsibilities: 

∙ Handle and resolve high-impact customer escalations, including those directed to the senior management.

∙Manage grievance and second-level escalations cases and ensure timely and satisfactory resolutions.

∙Develop a thorough understanding of company policies, processes, and systems to provide effective solutions.

∙ Collaborate with the  internal stakeholders at Onsitego for  resolutions regarding customers issues, product problems, service questions and  other general client concerns 

∙ Address service problems by clarifying the customers complaint; determining the  cause of the problem; selecting and explaining the best solution to solve the problem;  expediting correction or adjustment; following up to ensure resolution 

∙ Ensure timely resolution of all escalations within optimum turnaround time while  maintaining a high level of professionalism. 

∙ Identify trends and root causes of recurring issues and work towards process improvements.

Job Location-Mumbai

Desired candidate profile: 

∙ Any Graduate and proven 2-6 years of experience as Escalation Specialist or similar role 

∙ Excellent communication and people skills