Executive Escalations

1. Manage the assigned customer escalations from senior leadership
2. Ensure resolution within TAT
3. Investigate the case & take support from relevant stakeholders
4. Prioritize issue resolution & provide root cause analysis
5. Communicate professionally with direct customer, sales, operations
6. Ensure expectations are met and achieved
7. Monitor the resolution for an agreed upon time with the stakeholders
8. Keep the customer informed & engaged during the issue resolution
9. Fast track the resolution of escalated complaints
10. Ensure customer satisfaction before closing the escalation
11. Highlight corrective & preventive actions identified with resolution
12. Close loop issue resolution with customer through Voice/ NVOC
13. 100% documentation of the escalation in a defined format of RCA 3 to 5 years

Skills & Competencies :

1