Escalation Specialist @ Vikroli (Ecommerce Company)

Job description

We are urgently looking for Escalation Specialist -

Face to dace interview tomorrow at Vikroli location

Job Title: Escalation Specialist

Payroll - Adecco

Based at: Vikroli

Salary offered: 25,000 to 30,000 per month.

Company - Adecco's client

Experience - 0.6-3 yrs

Face to Face interview on Friday 27th March at 12 noon

Job Description Escalation Specialist

Department: Customer Experience / Customer Service

Role Overview

This role is pivotal in ensuring a superior customer experience by managing escalations, resolving complex issues, and collaborating across departments. The position demands strong problem-solving skills, a customer-first mindset, and the ability to mitigate risks that may have legal or financial implications.

Key Responsibilities

• Respond to customer inquiries via CRM modules, email, and chat.
• De-escalate critical customer issues with potential legal and financial impact.
• Collaborate with internal and external stakeholders to resolve escalations.
• Maintain accurate and detailed records of customer interactions.
• Monitor customer accounts for fraudulent activity and take preventive actions.
• Work with cross-functional teams to improve customer service strategies.
• Provide product and service information to assist customers in decision-making.
• Ensure prompt and professional handling of customer concerns and complaints.
• Adhere to response and resolution SLAs.
• Flexible to work in shifts and on different days as required.

Must-Have Skills

• 0.6m4 years of customer service experience, preferably in an eCommerce environment.
• Proficiency in eCommerce platforms and customer service software.
• Strong knowledge of Microsoft Office Suite.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to think critically and mitigate risks effectively.
• High customer satisfaction and positive feedback track record.

Good-to-Have Skills

• Experience in handling escalations with legal or financial implications.
• Familiarity with fraud detection and prevention in customer accounts.
• Exposure to cross-functional collaboration for process improvement.
• Understanding of CSAT and SLA metrics.

Why Join Us
Be part of a team that is customer and data obsessed.

• Work in a culture that values speed, frugality, and continuous improvement.
• Thrive in a meritocratic and caring environment.
• Enjoy a workplace that promotes fun and fulfilment.
• Opportunity to make a tangible impact on customer loyalty and satisfaction.

If interested please call and send Resume to [email protected] or 6366840271

Please call only if you are

Regards

Nandini

Adecco Team