Responsibilities
Customer Support & Escalation Handling -
- Serve as the primary contact for customer escalations received through email and IVR channels.
- Manage and resolve queries related to lounge access, card validation, and other service-related concerns.
- Handle urgent or high-impact escalations promptly, ensuring resolution within agreed SLAs and TATs.
Coordination & Stakeholder Communication -
- Providing support on Whatsapp groups
- Liaise with partner lounges, banking partners, and internal operations/product teams for issue resolution.
- Ensure seamless communication flow between all stakeholders and track issues end-to-end until closure.
- Escalate recurring or critical issues proactively to ensure timely management intervention.
Reporting & Documentation -
- Maintain accurate and up-to-date records of all customer interactions, complaints, and resolutions using CRM tools.
- Prepare daily, weekly, and monthly reports on escalation trends, turnaround times, and performance metrics.
- Support the management team with ad-hoc reporting and service analytics.
Experience and Skills
- Bachelor's degree in any discipline from a recognized institution.
- Knowledge of SQL and Excel.
- 1-4 years of experience in customer support, escalation management, or operations.
- Hands-on experience in handling IVR (voice) and email-based customer escalations.
- Excellent communication and interpersonal skills with a problem-solving mindset.
- Proficiency in CRM tools, MS Excel, and performance reporting systems.
- Strong coordination and multitasking skills; ability to work under pressure.
Company Budget upto 5-6 LPA
