Brief Introduction about yourself
Identifying, analysing, and initiating the escalation process in an organisation based on
the escalation criteria specified by the organisation
Coordinating with the customers over call/ email for developing an escalation solution
plan as per their requirements, adding additional resources for escalation process if
required, and developing a resolution accordingly.
Updating and maintaining escalation process records at each stage, updating the same in
management data, and reviewing and adjusting the escalation process accordingly
Informing the customer about the escalation performance metrics, reviewing the root
cause of escalation for improving the process
Reviewing complaints/ escalation on Social Media like FB/ Instagram/ Twitter and also
Resolving Consumer Forum complaints.
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