Customer Support- Email Support Agent – Customer Escalations

Key Responsibilities:

• Customer Escalation Handling:
• Respond to customer escalations within 24 hours of the complaint being raised via email, providing timely and clear communication.
• Coordinating with Internal Teams:
• Liaise with relevant teams to understand the issue raised in the escalation and ensure a resolution is provided.
• Customer Communication:
• Act as a mediator between the customer and internal teams, updating the customer on the status and final resolution of their issue.
• Escalation Management:
• Monitor and ensure that all escalations are addressed within the set TAT (Turnaround Time), keeping track of any delays and ensuring timely follow-ups.
• Tracker Management:
• Maintain accurate and up-to-date records of escalations, customer interactions, and resolutions in an Excel tracker. Ensure data hygiene and report any recurring issues or trends.
• Excel Proficiency:
• Use Excel to manage, update, and analyze escalation data. Create and maintain trackers to monitor the status and resolution timelines of customer complaints.
• Process Adherence:
• Follow company protocols and procedures for customer interactions and escalations, ensuring that customer issues are handled efficiently and professionally.

Qualifications:

• Proven experience in customer support or similar roles, preferably with exposure to escalation handling.
• Strong communication skills, both written and verbal.
• Good typing speed and accuracy in handling multiple customer queries.
• Proficiency in Microsoft Excel, with experience in creating and maintaining trackers.
• Ability to work in a fast-paced environment and manage escalations within deadlines.
• Excellent problem-solving skills and attention to detail.
• Working 6 days a week
• Rotational week off

Key Skills:

• Email Communication
• Customer Escalation Management
• Team Coordination
• Excel Tracker Management
• Time Management TAT Monitoring
• Problem-Solving Attention to Detail