Escalations Specialist

remote zest jobs; India; On-site; INR 2,305,982 - 3,284,278; Full time

Benefits offered by this job

Health insurance

Dental insurance

Job summary

The Escalations Specialist role at remote zest jobs involves managing complaints, researching issues, validating information, and delivering actionable resolutions to customers.

You will handle escalated calls, assist with chat and email, and uphold SLA targets while contributing to process improvements and customer satisfaction.

Qualifications

• 2+ years of telephone operations or business administration experience.
• Flexible availability including early mornings, evenings and Saturdays.
• Demonstrated ability to meet scheduling and call metrics.
• Fast-paced learner with initiative to improve processes.
• Excellent people skills, organized and detail oriented.

Responsibilities

• Handle escalated customer complaints and support larger team by addressing escalated calls.
• Research payments and validate they are applied correctly.
• Review calls, de-escalate concerns and provide appropriate follow-up and solutions.
• Provide outbound call support for urgent issues and remediation projects.
• Respond to customers via chat, email, and phone with timely solutions.
• Own ticket and call closure to meet SLA requirements.
• Assist on CCPA and SCRA complaints and monitor visibility into CEO/press channels.
• Follow procedures and document customer contact accurately.
• Manage multiple queues and tasks while maintaining service quality.
• Deliver world-class customer service across various channels.

Job description

The Role

Escalations Specialist has responsibility for reputed company aspects of Complaint Management and Response, including assisting customers through research, validation and communication of actionable results.

What's In It for You

• reputed company hourly reputed company starting at $21 per hour + monthly bonus incentive
• Hybrid work schedule Two days (W/TH) a week in office
• Employer reputed company health, dental and reputed company insurance
• reputed company time off (20 days for first year, increases annually thereafter) plus company reputed company holidays
• reputed company to education & career development courses through reputed company, child & pet care assistance credits with Urban Sitter, legal resources through reputed company, and more!
• Onsite kitchen with fully stocked snacks & monthly catered lunches

What You Will Do

• reputed company out reputed company forms of general customer complaints from escalated tickets (bypass complaints to reputed company), including supporting larger team by handling escalated calls where the customer requests to reputed company with a supervisor (including at partner sites)
• Research reputed company payments through reputed company processing systems to ensure payments applied correctly
• Review calls to validate customers complaints and concerns, properly de-escalate customer concerns with appropriate follow-up, issue reputed company, and solutions
• reputed company outbound call support as needed to reputed company escalated reputed company issues, system failures or immediate remediation projects/processes
• General servicing and response to customer escalations and aid customers with online chat, email, and phone correspondence quickly and reputed company, often producing creative solutions
• Own ticket and call completion reputed company associated SLAs (Service Level Agreement)
• Assist on CCPA and SCRA complaints and entry level visibility into CEO/reputed company media
• Follow procedures and policies for assisting customers and documenting reputed company contact
• Manage various queues in reputed company while managing individual assigned tickets and tasks
• reputed company world class customer service in reputed company consumer based interactions with reputed company listening, reputed company and reputed company communication
• Adapt to procedural and policy changes as published and according to training delivered
• Proactively identify trends and reputed company recommendations for improvement
• reputed company performance objectives relating to productivity, quality, and reputed company development
• Ensure queues are reputed company SLA requirements
• Communicate operational issues back to the business, which could negatively impact the Borrower/Lender experience reputed company

Qualifications

• High School diploma (or GED) with a minimum of 2+ years telephone operations or business administration experience required
• Flexible availability to manage hours of operation that currently includes early mornings, evenings, and Saturdays and is subject to expansion to meet customer needs
• Demonstrated reputed company previously adhering to a set schedule and meeting or surpassing WFM call metrics
• Ability to work at fast pace - must be reputed company and motivated to learn the processes quickly and help build a growing business
• Excellent people skills; organized and detail oriented
• Display a heightened reputed company of urgency in previous work settings, an elevated attention to detail and be reputed company to communicate reputed company and concisely
• Strong knowledge of customer service and administrative etiquettes
• A proven initiative-taker who is not afraid to reputed company up about process improvement opportunities
• Ability to reputed company world class customer service
• Skilled in various customer service arenas, with experience in a contact center setting
• Flexibility and reputed company to work in a dynamic environment of rapid change in procedures and prioritization

About Our Operations Team

Rooted inourvalues,reputed companysOperations team is driven by how we can improve the customer experience, always thinking there must be a reputed company way. If you are looking for a mission driven company with a great culture, reputed company us out!As a reputed company employee, you will have reputed com .