Escalation Specialist

Elance Group is hiring for Paytm Flights/Travel domain.

Candidates- Females Only

About the role:

Deliver extraordinary travel experience for our B2C consumers in a Backend role by providing

first-hand resolution and the highest quality of customer experience to the Paytm users.

-Responsible for providing customer support through Social Media to travel customers for

Flights, Buses and Train

- Ensuring end-to-end resolution to the customer by improved FTR

- Handling any escalations within the organization and especially the repeat escalations to

ensure right resolution within organization guidelines

- Solving any escalation with the purpose of understanding the root cause of the problem and

knowledge sharing with the team on root cause and how to fix them to reduce future escalations

- Providing insights and inputs to Social Media Manager to improve customer experience

- Work on DSAT out calling and Product teams to improve customer experience

- Case studies on app and providing insights to product to improve the app through voice of

customers

-Responsible for handling Social media pre- vs. post booking

queries and CEO-tagged escalations

- Responsible for driving critical escalations to closure by approaching cross-functional teams

such

as Product, Tech, Business Development, etc

- Managing rosters and shift coverages to ensure shrinkage in control

- Implement process improvements that led to reduced turnaround times for critical tasks

without

compromising quality.

- Enhance overall team performance by providing regular coaching, feedback, and skill

development opportunities.

- Train new team members by relaying information on company procedures and requirements.

- Built strong relationships with customers through positive attitude and attentive response.

- Responsible for driving RBI, Legal & Nodal escalations to closures within TAT under

compliance

guidelines

- Providing process improvement insights and inputs to the Contact center and Tech/Product

team by analyzing customer VOCs

- Driving CSAT and NPS through data analytics,

- DSAT out callings, product enhancements, and tracking Detractors

- Deep dive analysis on customer complaints and escalations on different platforms e.g. Twitter,

LinkedIn, Facebook etc, and plans to reduce them

- Creation of Training SOPs and process updates

- Competitor benchmarking for top brands to improve overall social media experience for the

customers

- Root cause analysis of escalations and strategies to reduce them in the future

- Data analytics to reduce Open escalations and techniques to arrest repeat and reopen by

improving FCR

- Call audits for call center associates and providing feedback and insights to them to reduce

customers coming to Social media

- Driving customer retention plans while solving their queries on Social media platforms

Responsibilities

1) Operating in a 24 Hrs Day 6 day-week team, with multiple/rotational shift options.

2) Understanding and expertise in domestic and international travel requirements (LCC airlines)

3) Able to understand customer queries and advise them of suitable resolution

4) Customer-focused and service-oriented where you are accountable for key performance

indicators of success, such as customer satisfaction (CSAT), key productivity metrics

5) Coach, develop, and mentor Junior resources and colleagues in the team when needed

Proven experience in sales, with a focus on social listening, ORM, or related fields.

Strong understanding of the digital landscape, reputation management, and social media

trends.

Excellent communication, negotiation, and relationship-building skills.

A results-oriented mindset with the ability to thrive in a fast-paced environment.

Experience working with CRM software and social listening tools is a plus.

6) Day to day task like writing social comments, answering questions from followers and

replying to comments on social channels

Ensuring daily productivity is met with 100% quality and adherence to the process TAT

Ensure Process TAT is met without fail being a critical portfolio.

Day to day task like writing social comments, answering questions from followers and

replying to comments on social channels

7) Measures of Success(Define the Outcomes expected of the role)

8) FRT (First Response Time) Real time

9) Resolution speed with 2 Days -95%

10) Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation

11) Wing to Wing Resolution

12) Customer Satisfaction

Skills Sets Required:

1) Excellent communication, interpersonal skills with evidence of team work and collaboration

2) Ability to work under pressure, strict deadlines and efficient in multi-tasking

3) Strong Product and Process knowledge

4) Must be able to build positive, productive relationships with customers, team members and

cross function.

5) Excellent voice modulation, professional phone etiquettes and communication skills

interpersonal, verbal, and written with the goal of influencing outcomes.

6) Excellent listening, trouble shooting, problem solving and analytical skills with ability to

resolve conflict effectively.

7) Negotiation and objection handling