Escalation Specialist - Email and Calls

Olyv, Inc.; Karnataka; On-site; INR 420,000 - 780,000; Full time

Job summary

Olyv, Inc. in Bengaluru, Karnataka, is seeking an Escalation Specialist to join the Grievance team. You will handle complex customer issues that require additional attention and resolution, ensuring timely and effective responses.

You will collaborate with product, engineering and sales teams, document escalations, communicate status to customers, and advocate for their needs to improve service delivery and overall customer satisfaction.

Qualifications

• Bachelor's degree in Business, Communication, or related field.
• 1-2 years in customer service or support, with 6-12 months handling escalations.
• Strong problem-solving and customer-centric approach.
• Excellent communication, both written and verbal.
• Ability to manage multiple escalated cases independently.
• Proficient in using customer support software and CRM tools.
• Attention to detail and organizational skills.

Responsibilities

• Handle escalated cases and act as primary contact.
• Investigate and resolve issues with cross-functional teams.
• Communicate status with customers clearly.
• Maintain high customer satisfaction and exceed expectations.
• Document and track escalations for future reference.
• Follow up on resolutions to ensure satisfaction.
• Advocate for customer needs within the organization.

Skills

Customer service

Escalation handling

Communication skills

Problem-solving

Time management

CRM software

Education

Bachelor's degree in Business/Communication

Tools

CRM software

Job description

Olyv is India’s fastest growing, fully-automated next-gen Fintech company aiming to address the credit requirements of innumerous self-employed micro entrepreneurs, micro-merchants and middle/lower-income salaried individuals. Our platform also offers digital gold savings, credit health products, among others.

Headquartered in Bengaluru, Olyv was conceived in 2017 with a mission to provide financial inclusion to the underserved market. The company has been facilitating micro-credit through its cutting-edge app and has witnessed rapid growth with over 4 Cr+ users and 1 million+ loan disbursed through its AI & ML-powered modules in over 19,000 pin codes across India. Olyv's app-based credit platform offers instant credit options through 100% automation at a pan-India scale. The company has been supported by reputed fintech investors like LGT Lightstone, Accion Venture Lab, Unicorn India Ventures etc. Olyv has been recognized nationally and internationally for its efforts at Google’s Launchpad Accelerator, Global Inclusive50 by MetLife, VISA, IFC, etc.

Job Summary:

We are looking for a skilled and experienced Escalation Specialist to join our Grievance team. The Escalation Specialist will handle complex customer issues that require additional attention and resolution, ensuring that customer concerns are addressed quickly and effectively. You will be a key part of our Grievance operations, working to enhance customer satisfaction and improve service delivery by resolving escalated cases.

Key Responsibilities:

• Handle Escalated Cases: Take ownership of complex customer inquiries, complaints, and issues that have been escalated beyond the first-line support team. Act as the primary point of contact for these cases.
• Investigate and Resolve Issues: Work cross-functionally with relevant teams (e.g., product, engineering, sales, etc.) to investigate and resolve customer issues in a timely manner.
• Ensure Effective Communication: Keep customers informed about the status of their issues, offering transparent and professional communication throughout the resolution process.
• Maintain High Customer Satisfaction: Provide outstanding service and maintain customer satisfaction levels even in challenging or difficult circumstances. Aim to exceed customer expectations whenever possible.
• Analyze Root Causes: Investigate patterns or recurring issues that may require process improvements. Provide feedback to the management team to help prevent similar issues from arising in the future.
• Document and Track Escalations: Keep detailed records of all escalations, resolutions, and customer interactions for future reference and analysis.
• Follow Up on Resolutions: Ensure follow-up actions are completed after escalation issues are resolved to guarantee that customer satisfaction is maintained.
• Advocate for Customer Needs: Serve as the voice of the customer within the organization, advocating for their needs and ensuring they are understood by relevant internal stakeholders.

Required Skills and Qualifications:

• Bachelor's degree in Business, Communication, or related field (or equivalent experience).
• 1 -2 years of experience in a customer service or support role, with at least 6 Months to 1 year of experience handling escalations.
• Strong problem-solving skills and a customer-centric approach.
• Ability to stay calm and professional in high-pressure situations.
• Excellent communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner.
• Ability to work independently and manage multiple escalated cases simultaneously.
• Proficient in using customer support software, CRM tools, and other business systems.
• Strong attention to detail and organizational skills.
• Ability to collaborate effectively with cross-functional teams to resolve issues.