Deputy Manager - Escalation Specialist

We are seeking a diligent Deputy Manager - Escalation Specialist to manage and resolve customer escalations, ensuring prompt, consistent, and delightful customer service. You will be responsible for owning issues, driving action items, and maintaining clear communication. This role involves implementing process changes, providing valuable insights to stakeholders, utilizing resources for complex issues, and executing de-escalation tactics to maintain high NPS/CSAT scores, all while collaborating with internal and external stakeholders.

Roles and Responsibilities:

• Manage customer escalations, ensuring full issue ownership, clear action items, and consistent communication are fulfilled.
• Meet and adhere to Critical SLAs (Service Level Agreements) for timely issue resolution.
• Implement effective process changes to resolve escalations within agreed timelines.
• Provide valuable insights on escalations to stakeholders, contributing to continuous improvement.
• Utilize available resources to solve complex escalations independently, demonstrating strong problem-solving skills.
• Execute de-escalation tactics and strategies effectively with team members.
• Maintain strong follow-up on all assigned cases to ensure complete resolution and customer satisfaction.
• Collaborate seamlessly with other customer support teams to ensure consistent and high-quality support.
• Identify root causes of customer issues, suggest areas for improvement, and provide constructive feedback to business and development teams.
• Assist with critical customer communication during major launches and support events.
• Actively work to maintain and improve NPS (Net Promoter Score) / CSAT (Customer Satisfaction) scores.

Skills Required:

• Strong written and verbal communication skills in grammatically correct English.
• Proficient in MS Office applications (Excel, PowerPoint, Outlook).
• Good knowledge of various social media platforms.
• Strong understanding of case analysis methodologies.
• Willingness to work rotating shifts and roster.
• Proactive approach with a positive attitude and flexibility to embrace change.
• Strong attention to detail and a willingness to learn continuously.
• Exercise good judgment and independent decision-making skills.
• Computer literacy with experience using Windows/MS Office, Excel, and CRM management.
• Demonstrated advanced proficiency in English/Regional language, both written and spoken.

QUALIFICATION:

• Bachelor's Degree in any field.

Key Skills:

• Customer Engagement
• Query Management
• Escalation Handling
• Customer Relationship Management
• B2C Support
• SLA Management
• Problem Solving
• Communication