Sales and Customer Service

Customer Service Process & Escalation Manager

Job Description

 ∙ Resolve product or service problems by clarifying the customer’s 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.

∙ Recommend potential areas of opportunity and improvement to management by collecting the Voice of Customer.

∙ Ensure all customer queries are resolved within SLA.

∙ Conceptualize customer grievances & retention strategies based on extensive analysis of customer support operations processes

∙ Collaborating with SPOCs of different verticals for Resolution of complaints

 Roles and Responsibilities

 ∙ Great communication skills in English is non-negotiable. Fluency in Hindi and regional languages will be good to have.

∙ Presence of mind, at all times. While it may sound relatively easy and a ubiquitous quality, a combination of situational awareness and an ability to proactively address concerns and anticipate issues based on the available data is a key requirement.

∙ The ability to not just to troubleshoot, but to make every interaction a great experience.

A love for automobiles. When you are passionate about the product, the ability to pick up the finest details is just faster. Curiosity and excitement about new technology is a great thing to have.

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