Senior Officer - Escalation Specialist

Role Responsibilities:

• Manage and resolve customer escalations across channels
• Document customer interactions and ensure CRM data accuracy
• Coordinate with internal teams to resolve issues and track root causes
• Monitor accounts for fraud and take proactive mitigation steps

Key Deliverables:

• De-escalation of high-risk customer issues
• Improved CSAT and SLA adherence
• Accurate CRM records and compliance reporting
• Strategies for win-back and customer loyalty improvement