Associate - Escalations - Marol, Andheri East

Oneassist Consumer Solutions; Mumbai; On-site; INR 335,000 - 469,000; Full time

Job summary

Oneassist Consumer Solutions is seeking a proactive Escalation Specialist to handle end-to-end queries related to products and processes. You will analyze escalation root causes, coordinate with relevant teams, and track resolutions using CRM systems.

The role requires a Graduate degree, 1-5 years in Customer Service, and fluent English (Hindi optional). BPO background is preferred. You will collaborate with sales, customer, and clients on calls and emails to ensure timely resolutions.

Qualifications

• Handling end-to-end escalation/queries pertaining to products and process of the company.
• Use CRM to compile and track performance at team and individual level.
• Must be able to navigate multiple systems to input and retrieve information.
• Fluency in English is required.
• Identify training needs for the team.

Responsibilities

• Handling end-to-end escalation/ queries pertaining to products and process of the company
• Identifying, analyzing, and initiating the escalation resolution
• Coordinating with the respective team for resolution
• Reviewing the root cause of escalation for improving the escalation procedures
• Coordinate with customer/ sales team / client on calls and mails
• Escalation handling and management
• Daily follow up with respective teams for resolution

Skills

Escalation management

CRM proficiency

Communication skills

Fluent English

Training needs

Education

Graduate degree

Job description

Role & responsibilities

• Handling end-to-end escalation/ queries pertaining to products and process of the company
• Identifying, analyzing, and initiating the escalation resolution
• Coordinating with the respective team for resolution
• Reviewing the root cause of escalation for improving the escalation procedures
• Coordinate with customer/ sales team / client on calls and mails
• Escalation handling and management
• Daily follow up with respective teams for resolution

Preferred candidate profile

• Graduate
• 1-5 years in Customer Service
• Language mandatory - English, Hindi
• BPO background will be preferable

Skills, Abilities and Competencies

• Actioning complaints/ queries
• Use CRM system to compile and track performance at team and individual level
• Must be able to utilize computer terminal and navigate
• through multiple systems to input and retrieve information
• Fluency English
• Identify training need