Description
We are seeking a dedicated and detail-oriented Ticket Checking (Escalation Management) professional to join our team in India. The ideal candidate will be responsible for monitoring and managing escalated customer tickets, ensuring timely resolutions and maintaining high levels of customer satisfaction.
Responsibilities
- Monitor and manage ticket escalations to ensure timely resolution of customer issues.
- Coordinate with cross-functional teams to address complex customer queries and concerns.
- Maintain comprehensive documentation of escalated tickets and their resolutions.
- Provide regular updates to management regarding ticket status and team performance.
- Assist in training new team members on escalation processes and best practices.
Skills and Qualifications
- Bachelor's degree in a relevant field or equivalent experience.
- 1-7 years of experience in customer support, ticketing systems, or escalation management.
- Strong analytical and problem-solving skills to handle complex customer issues.
- Excellent communication skills, both verbal and written, to liaise effectively with customers and team members.
- Proficiency in using ticketing systems (e.g., Zendesk, Jira) and customer relationship management (CRM) tools.
- Ability to work under pressure and manage multiple priorities simultaneously.
- Strong attention to detail and commitment to providing high-quality customer service.
