Role Overview:
The Escalation & Customer Support Specialist is responsible for handling complex customer issues, ensuring timely resolution of escalations, and delivering a high standard of customer experience. The role requires strong communication, analytical thinking, technical proficiency, and the ability to perform effectively under pressure while collaborating with cross-functional teams.
Core Competencies & Skills:
1. Communication Skills
- Excellent verbal and written communication skills to clearly and professionally communicate with customers, team members, and management.
- Ability to convey complex information in an understandable manner.
2. Problem-Solving Skills
- Strong analytical skills to identify the root cause of issues.
- Ability to think critically and creatively to propose effective solutions.
3. Customer Service Orientation
- Commitment to providing outstanding customer service.
- Empathy and patience to understand and address customer concerns.
4. Technical Proficiency
- Competence in using support software and systems related to the product or service. (CRMs such as Freshdesk, Zendesk or Sprinklr mandatory).
- Basic technical knowledge relevant to the industry in which they are working.
5. Conflict Resolution
- Ability to effectively handle and resolve conflicts or challenging situations with customers.
- Strong negotiation skills to reach mutually agreeable solutions.
6. Time Management & Productivity
- Ability to prioritize tasks efficiently and handle multiple escalations simultaneously.
- Skill in meeting deadlines while maintaining the quality of service.
- Ability to meet targets on a daily basis (closure of Escalation).
7. Attention to Detail
- Keen attention to detail to ensure all aspects of a problem are addressed.
- Precision in documenting issues and resolutions.
8. Adaptability & Stress Management
- Flexibility to adapt to changes in processes, technologies, and customer needs.
- Ability to stay calm under pressure and manage stress effectively.
9. Team Collaboration
- Ability to work collaboratively with other teams, such as engineering or product management, to resolve issues.
- Openness to sharing knowledge and best practices with peers.
10. Continuous Learning
- Commitment to staying updated on product knowledge and industry trends.
- Willingness to engage in training and development opportunities.
11. Decisiveness
- Ability to make decisions confidently and quickly, especially in high-pressure situations.
- Proficiency in assessing situations and determining the best course of action.
Key Job Responsibilities
- Handle customer escalations with professionalism, empathy, and efficiency.
- Identify root causes and implement effective, timely resolutions.
- Communicate clearly with customers, internal teams, and management.
- Maintain accurate documentation of issues, actions taken, and outcomes.
- Meet daily escalation closure targets while maintaining service quality.
- Collaborate with cross-functional teams to resolve complex issues.
- Continuously enhance product knowledge and process understanding.
Experience: Min 1yr of experience in Escalation Management
