Job Description

Responsibilities: Answer Transferred Escalation calls” from L1 advisors and emails professionally to provide information about products and services, take/cancel orders or obtain details of complaints Keep records of customer interactions, details of inquiries, complaints, and comments as well as actions taken Follow up to ensure that appropriate actions were taken on customers' requests Refer unresolved customer grievances or special requests to designated departments for further investigation Ensuring to turn negative sentiments to positive on Social Media complaints with customer delight Ensure the highest level of customer satisfaction leading to high CSAT and RES scores Essential Skills & Requirements: Strong execution skills, Action-oriented and Go getter attitude Knowledge of Salesforce CRM tool would be an added advantage Ability to work under pressure situations Ability to work in ambiguous situations and to come out with solutions as per the situations faced Graduate in any stream Excellent written and verbal communication 1-4 years experienced, preferably in customer service voice and handling escalations 6 Days Working (WFO)