Customer Care Executive

Digitide Solutions Limited; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Digitide Solutions Limited in Bengaluru invites an experienced professional to lead high-stakes customer escalations. You will de-escalate incidents, perform deep-dive investigations, and coordinate with Engineering, Legal, Billing, and Product teams to resolve systemic issues.

The role emphasizes analyzing root causes, authorizing goodwill gestures, and driving process improvements to prevent recurrence while maintaining customer trust.

Responsibilities

• De-escalate high-stress situations as the primary contact for severely dissatisfied customers via phone, email, and live chat, guiding them toward amicable resolutions.
• Perform deep-dive investigations by auditing account histories and backend logs to uncover technical or procedural breakdowns behind complex issues.
• Cross-functional collaboration with Engineering, Legal, Billing, and Product management to fast-track solutions for systemic or critical bottlenecks.
• Authorize exceptions and goodwill gestures, issuing refunds, account credits, or policy overrides balanced for loyalty and profitability.
• Perform post-incident root cause analysis to identify recurring escalation trends and draft actionable process improvements.

Job description

Key Responsibilities

• De-escalate High-Stress Situations: Act as the primary point of contact for severely dissatisfied customers via phone, email, and live chat, guiding them toward amicable resolutions.
• Perform Deep-Dive Investigations: Uncover the technical or procedural breakdown behind complex customer issues by auditing account histories and backend logs.
• Cross-Functional Collaboration: Partner tightly with Engineering, Legal, Billing, and Product management to fast-track solutions for systemic or critical bottlenecks.
• Authorize Exceptions & Goodwill Gestures: Exercise sound judgment to issue corporate refunds, account credits, or policy overrides that balance customer loyalty against business profitability.
• Perform Post-Incident Root Cause Analysis: Analyze recurring escalation trends to draft actionable process-improvement recoRole & responsibilities