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Customer Escalations Executive
2 weeks ago
We are looking for a escalation management eecutive who deals with ordering, structuring, and bringing in the management's attention to a major incident or a problem, which has escalated beyond its limits.
To work in a team and their main responsibility is to provide assistance to the customer Service Team by prioritizing and reassigning their work in the most critical situation.
To analyze the current scenario of an organization, locate, and highlight certain issues which requires immediate response, and allows the organization to track that critical problem, monitor it appropriately, and manage the escalating situation.
The key responsibilities of an escalation manager comprise:
- Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
- Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
- Assembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise
- Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process
- Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly
- Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises
- Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
- Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies
- Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation
The main responsibility of an escalation Executive is to bring order, structure, and focused management attention to the customer's problems in order to gain complete consumer satisfaction.
The need for creating an escalation process is triggered by the organization when the customer complains about the urgency of resolution or when the organization perceives the loss of consumer base due to emergency situation.
Skills Required:
- Problem solving ability
- Meeting service level agreements
- Exceeding Initial Response (IR)
- Must have proven track record in escalation management with defined operational procedures for increasing the efficiency of task accomplishment
- Capable of achieving results which depend on international collaboration
- Good Command in English ( Written and Oral )
- Effective Communication Skills
- Fast Learner
Job Types:
Full-time, Permanent
Application Deadline: 01/02/2023
Expected Start Date: 10/02/2023
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