Escalations Manager - Delhi

KEY RESPONSIBILITIES

Handle and resolve escalated customer issues and operational challenges in a timely and
efficient manner
Collaborate with cross-functional teams, including Account management and Operations, to
resolve issues and improve processes
Serve as the main point of contact for escalations of the city, ensuring effective communication
and coordination with internal teams
Analyze escalation trends to identify root causes and develop strategies to reduce the number of escalations to continuously improve customer service and operational efficiency
Develop and implement escalation management processes and best practices
Maintain detailed documentation of escalations and resolutions for reporting and analysis
Provide training and guidance to front-line support teams on effective escalation management
Monitor and report on key metrics related to escalations, including resolution times, customer
satisfaction, and recurring issues

BASIC QUALIFICATIONS

Bachelor s degree in preferably in Logistics, Supply Chain Management, or a related field
Minimum of 2 years of experience in customer service, or operations
Strong problem-solving skills and the ability to think strategically
Proficient in Microsoft Office Suite (Word, Excel)
Excellent communication and interpersonal skills
Proven ability to handle high-pressure situations and make decisions quickly
Strong organizational skills and attention to detail

Blitz enables Same-Day Delivery for eCommerce brands to provide the best on-time delivery experiences to their customers. Blitz aims to simplify scalability & unlock the growth with the latest consumer behavior trends in the eCommerce industry by making Same-Day delivery more convenient, reliable & affordable. Same-Day Delivery helps brands with converting their browsers into buyers, serving as a competitive advantage and reducing working capital challenges. Blitz currently engages with enterprise brands with category focus into Fashion, Beauty & Personal Care and Healthcare; helping them with 30% - 40% increase in their conversions & increasing retention by 3x by providing best in class experience.