Assistant Manager| Escalations| Naukri.com| Noida| sector 132|

Info Edge; Dadri; On-site; INR 350,000 - 550,000; Full time

Job summary

Info Edge in Dadri, India seeks a seasoned professional to manage customer complaints, escalations, and grievances, ensuring timely resolution and high customer satisfaction.

You will develop processes for handling queries across channels, collaborate with internal teams on complex issues, and analyze trends to improve escalation workflows.

Qualifications

• 2–5 years of experience in complaint management or related field.
• Strong understanding of SLA management principles.
• Excellent communication skills with ability to handle difficult conversations.

Responsibilities

• Manage customer complaints, grievances, and escalations in a timely and effective manner to ensure high levels of customer satisfaction.
• Develop and implement processes for efficient handling of customer queries, issues, and concerns through various channels (phone, email, chat).
• Collaborate with internal teams to resolve complex issues that require technical expertise or system changes.
• Analyze trends and metrics to identify areas for improvement in the escalation process.

Skills

Complaint management

SLA management

Customer service

Communication skills

Issue escalation

Job description

Roles and Responsibilities :

• Manage customer complaints, grievances, and escalations in a timely and effective manner to ensure high levels of customer satisfaction.
• Develop and implement processes for efficient handling of customer queries, issues, and concerns through various channels (phone, email, chat).
• Collaborate with internal teams to resolve complex issues that require technical expertise or system changes.
• Analyze trends and metrics to identify areas for improvement in the escalation process.

Job Requirements :

• 2-5 years of experience in complaint management or related field.
• Strong understanding of SLA management principles and practices.
• Excellent communication skills with ability to handle difficult conversations effectively.