Senior Executive - Customer Services, SME

Ensure wing to wing resolution of customer escalations with utmost accuracy and deliver best service within timelines

Case Resolution and Root Cause Analysis. Ensure Process TAT are met

Liaison with stake holders for the deviations, Service Nos

Analyze Repeat escalation Eliminate repeated errors made by agent by working closely with Quality and training team

Identify and initiate changes/improvements in process

Work proactively on probable escalation/Early Warning Signal triggers as per defined process

Work as Mentor for Contact Centre agents and ensure regular information is passed on through team meetings/huddles to drive customer centricity

Excellent communication, interpersonal skills with evidence of team work and collaboration

Computer/Technical skills: MS Office

Graduate from a recognized University

3-5 years of experience in customer service roles including 2 years of experience in escalation handling