Associate - Escalations - Marol, Andheri East

Oneassist Consumer Solutions; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Oneassist Consumer Solutions is seeking a focused professional to manage customer escalations and coordinate cross-functional resolution efforts. The role emphasizes timely SLA adherence, process improvements, and providing clear escalation insights to stakeholders.

The candidate should handle escalations with minimal guidance, maintain meticulous follow-up, and be willing to work in a rotating shift environment. English and Hindi language skills are required.

Qualifications

• Graduate or undergraduate with relevant experience.
• 1 year escalations desk or 3 years in customer support.
• Strong written and verbal English communication.

Responsibilities

• Manage customer escalations and coordinate resolution with stakeholders.
• Ensure Critical SLAs are met.
• Ensure escalations are resolved within timelines and drive process changes.
• Provide escalation insights to stakeholders.
• Utilize available resources to resolve complex escalations with minimal guidance.
• Execute de-escalation tactics and follow up on all cases.

Skills

Escalation management

Communication skills

MS Office

Social media

Case analysis

Attention to detail

Willingness to learn

Education

Graduate or Undergraduate

Tools

MS Office Suite

Job description

Role & responsibilities

• Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
• Ensure Critical SLAs are met & adhered.
• Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.
• Provide Escalation Insights to stakeholders
• Utilizes available resources to solve complex escalations with minimal guidance or intervention
• Executes de-escalation tactics and strategies with team members
• Strong follow-up required on all the assigned cases.

Preferred candidate profile

• Graduate
• Minimum of 1 year experience of handling escalations desk or 3 years of experience in customer support / success teams.

Language mandatory - English, Hindi

Skills, Abilities and Competencies

• Strong written and verbal communication skills, ability to respond in grammatically correct English.
• Should be Graduate / Undergraduate.
• Should have minimum 1 year experience of handling escalation desk.
• Proficient in using MS Office application like Excel, PowerPoint, Outlook
• Good knowledge of various social media platforms
• Should have understanding of case analysis
• Should be willing to work rotational shifts
• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change
• Exercise good judgment and independent decision-making skills