Job Title

The Escalation Desk Representative will serve as the primary point of contact for handling escalated customer issues that cannot be resolved through standard customer support channels. This role is vital in ensuring customer satisfaction by providing timely and effective resolutions. Key Responsibilities: 1. Escalation Management: - Respond to escalated customer inquiries and complaints regarding products, services, or policies. - Address complex customer issues efficiently while maintaining high-quality support standards. 2. Issue Resolution: - Analyze and diagnose customer problems and provide appropriate solutions or alternatives. - Collaborate with various internal teams to ensure the effective and timely resolution of issues. 3. Communication: - Maintain clear and effective communication with customers throughout the escalation process. - Provide updates to customers regarding the status of their issues and escalations. 4. Documentation: - Document all customer interactions accurately in the CRM system, including steps taken to resolve issues. - Prepare reports on escalated cases and identify trends or patterns for future improvements. 5. Customer Advocacy: - Act as a customer advocate within the organization, expressing customer needs and feedback to relevant departments. - Ensure customer satisfaction and build long-term relationships through consistent follow-ups. Job Description 1-year documented BPO experienced required 5 working days Voice campaign Good communication skills required Immediate joiner Salary Up to 27k