Đã Đóng

Escalation Manager - India

We (freelancer.com) have an exciting opportunity for an experienced Escalation Manager to join our team and be part of this amazing project during an amazing growth period.

********************************Should be located in any of these cities Bangalore/Chennai/ Hyderabad********************************

Job Description:-

-Escalation management - track and close escalation. Be the single point of contact for our Customers and Act as an escalation point to drive resolution in a timely, proactive manner.

-Manage customer escalations and coordinate resolution with key stakeholders (internal and external) by working cross-functionally to ensure client SLAs are met.

-Identifying and analyzing the root cause of the escalation & delay, initiating the process of escalation based on the criteria that have already been specified by the stakeholder. Linking the Cases with the process of escalation & identifying the gaps and quick resolution within timelines set.

-Ensure customer escalations are resolved within agreed upon timelines, and influence others towards action and change. Assembling the team responsible along with the escalation management and this includes the dispatcher, the FSE’s, and all other partners in the areas of expertise in the escalation matrix and seeking their guidance & support for timely closures.

-Establishing the most accurate expectations from the process of escalation with defined timelines and enforcing some relief to the customers who had escalated the issues.

Coordinating with the customers who have had issues and developing an escalation plan as per the requirements, informing them with proper KCI.

-Updating each and every case with history of each stage on the CRM. This should include updating the same information in the management data, and also reviewing and adjusting the issues accordingly.

-Lead improvements by monitoring dashboards and emails to proactively monitor trends and customer escalations. Facilitate and report on daily escalations to ensure appropriate visibility of key customer issues with escalation status

-Support leadership and stakeholder expectations by reducing escalation volume & resolution of all escalations within minimum timelines.

-The escalation metrics should be followed and adherence to compliance of stakeholders is a must. Ensuring accurate and timely reporting of process performance to all stakeholders

-Identify and implement training & development needs of the Dispatchers & FSE’s

Skill Sets Required:-

Effective Problem-solving abilities

Meet the specific service level agreements

Excellent response time and result driven

Team Management - Proven track record of working collaboratively to improve the customer’s experience

Ability to navigate complexity and create collaborative, cross-functional solutions

Strong communication, presentation, and relationship management skills

Able to translate complex issues in an understandable, organized way

Ability to develop relationships with customers, partners, and cross functions

Effective communication (both written and verbal) and influencing skills are required

Working knowledge of Google Workspace

Kĩ năng: Hỗ trợ kĩ thuật, Local Job, Customer Experience, Hỗ trợ khách hàng, Chăm sóc khách hàng

Địa điểm: Chennai, India

Về Bên Thuê:
( 6 nhận xét ) vancouver, Canada

ID dự án: #32558732

37 freelancer chào giá trung bình₹57490 cho công việc này

mariapraveen92

Hi I'm Praveen David from Chennai. I have more than 7 years of experience in warehousing and I'm working as a warehouse manager in a Samsung advertising warehouse. Please find the below Skill which I have. *Warehousi Thêm

₹56250 INR trong 7 ngày
(1 Nhận xét)
3.2
(3 Nhận xét)
3.2
(2 Nhận xét)
2.5
ginushaji3

I am an experienced customer care agent currently residing in Chennai. Contact me for further deliberations....................... Regards Ginu

₹75000 INR trong 30 ngày
(2 Nhận xét)
2.4
Prasanthvv

Microsoft SQL server solution provider and expertise in handling production issue support and analysis of data and interaction with customers to provide support on access, configuration and data.

₹56250 INR trong 7 ngày
(0 Nhận xét)
0.0
revathyn48

Hi, i can be best fitting this role as i can understand and explain the company policy and technical details, kindly clarify your work detail as well and the timings.

₹56250 INR trong 7 ngày
(0 Nhận xét)
0.0
nihalmyspace

I currently work as technical support specialist for an MNC , as I hail from a high pace rapid growing environment where changes are consistent and quick learners are appreciated for their skills in handling and provid Thêm

₹45000 INR trong 5 ngày
(0 Nhận xét)
0.0
Sudharsangp

I have around 8 years of experience in customer service, proven sales experience, technical support and escalation handling and I have the right and excellent skills for this offer and I can surely showcase my skills Thêm

₹54000 INR trong 7 ngày
(0 Nhận xét)
0.0
rishsharmawww1

I have done these things before and I was working perviously in MNC so you can guess rest. I believe in process of learning than process of competiting. So rest it all up to you. Thank you so much.

₹50000 INR trong 4 ngày
(0 Nhận xét)
0.0
AamirAhmedA96

Iam Aamir Ahmed A from Chennai. I was worked as a hotel proprietar as for 3years and also getting into sales increases. I didn't have experience of escalation management, but I know each and every job needs to understa Thêm

₹60000 INR trong 7 ngày
(0 Nhận xét)
0.0
wearethefuture

Hello, Pranav here and I reside in Chennai and on the process of shifting to Hyderabad currently. Kindly let me know if we can get in touch over a voice call to discuss about this position. I'm a Front end developer wi Thêm

₹59000 INR trong 7 ngày
(0 Nhận xét)
0.0
Shansri25

Greetings to you, Hii I'm [login to view URL] from Chennai.I would like to apply for the work which you have mentioned above.I have an excellent written and verbal communication skills highly organis Thêm

₹54000 INR trong 6 ngày
(0 Nhận xét)
0.0
SundeepTroy

I have worked in customer service for 1.5 years, where I understand the cause of the issue and helped to resolve the issue in real time. Assisted customers international support in technical issues

₹56250 INR trong 5 ngày
(0 Nhận xét)
0.0
Sriram81Chennai

Hello, I am Sriram from Chennai, Tamilnadu, I have gone through the Job Details thoroughly and interested to join your team as an "Escalation Manager" as I reside in one of the city as specified on the JD and meet the Thêm

₹60000 INR trong 30 ngày
(0 Nhận xét)
0.0
Imthiyazbaig

Dear hr This is imthiyaz from chennai I have customer service experience of 2 years My self-motivated attitude and smart working ability can be added to this position

₹56250 INR trong 7 ngày
(0 Nhận xét)
0.0
aaravsubedi16

I had work experience as CAmpus ambassador for Humbee. I know the marketing stuff and technical support and customer support too. Please email me for the further instruction. Thank you!!!

₹56250 INR trong 7 ngày
(0 Nhận xét)
0.0
rahmansafana7861

Chubby cheeks, deepled chin ,rosy lips teeth with in... curely hair very fair ,, eyes are blue ,,lovely to the teachers pet is .is that you yes !yes!yes,!

₹56250 INR trong 7 ngày
(0 Nhận xét)
0.0
amul1126

Hi Sir , I WOULD LIKE TO APLLY YOUR WORK , HAVING 4 YEARS OF EXPERANCE TO THE CUSTOMER SUPPORT AND CUSTOMER HANDLING THROUGHT CRM PAGE DUE TO SEND JOB DESCRIPTION OR SEND ME TO MAIL WE WILL DISCUSS ABOUT THE WORK DO Thêm

₹56250 INR trong 7 ngày
(0 Nhận xét)
0.0
SourceBest

Hello, Good Morning. I have worked as Head - Operations for a BPO and handled tasks as well as manpower to ensure smooth Client Relationship. Involved in training, quality analysis and counseling support for staff for Thêm

₹70000 INR trong 25 ngày
(0 Nhận xét)
0.0
ramgopal143reddy

I have excellent communication skills and excellent knowledge in Technical.I can do do this job with comfortable because I had required skills to do it.

₹56250 INR trong 7 ngày
(0 Nhận xét)
0.0