Network Engineer L1(Call Handling Specialist - Escalation)

Position Overview:

We are looking for a dedicated and skilled Call Handling Specialist for Escalation to join our customer service team. The ideal candidate will possess exceptional communication skills and have the ability to manage and resolve complex customer issues, ensuring customer satisfaction. This role involves handling escalated calls, providing resolution to challenging situations, and maintaining high service standards in accordance with company policies.

As a Call Handling Specialist, you will act as a point of contact for customers who have experienced unresolved issues through initial support channels. You will be responsible for troubleshooting, addressing sensitive concerns, and collaborating with other departments to achieve timely and effective solutions.

Key Responsibilities:

• Escalation Management:
  Handle escalated calls from customers who require higher-level support or resolution. Ensure prompt, courteous, and professional communication.
• Issue Resolution:
  Investigate, analyze, and resolve customer complaints or concerns, utilizing both internal resources and product/service knowledge to identify solutions.
• Customer Advocacy:
  Act as a customer advocate, ensuring their concerns are addressed, while also balancing company policies and procedures.
• Documentation:
  Accurately document all customer interactions, ensuring all escalation cases are logged and tracked for follow-up and resolution.
• Collaboration with Other Teams:
  Work closely with relevant internal departments to ensure quick and effective resolution of issues.

Qualifications & Skills:

• Experience:
• Previous experience in customer service or call handling, with a focus on escalations, issue resolution, or conflict management (13 years preferred).
• Experience in dealing with complex or sensitive customer inquiries is a plus.
• Communication Skills:
• Excellent verbal and written communication skills with the ability to effectively convey information in a clear, concise, and empathetic manner.
• Problem-Solving Skills:
• Strong analytical and problem-solving abilities to troubleshoot and resolve customer issues efficiently.
• Customer-Centric Attitude:
• A passion for customer service, with the ability to remain calm, patient, and professional in stressful or challenging situations.
• Technical Proficiency:
• Comfortable using CRM systems, call handling software, and other relevant tools. Familiarity with ticketing systems is a plus.
• Conflict Resolution:
• Strong interpersonal skills and the ability to handle difficult conversations while maintaining professionalism and empathy.
• Attention to Detail:
• High attention to detail with strong organizational and multitasking abilities.
• Flexibility:
• Ability to adapt to changing customer needs, policies, and procedures.

Preferred Qualifications:

• Education:
• B Tech, MCA are bare minimum requirements
• Bilingual Skills:
• Proficiency in multiple languages is an advantage, particularly in English, Hindi
• Additional Skills:
• Previous experience in a technical support or escalation environment is highly beneficial.