Service Recovery Jobs in Bangalore - Intelenet Global Service

Service recovery process

JOB SUMMARY: 

• This role of an Escalation Specialist is to address customer’s escalations to Senior Management including COO and CEO of the organization and provide real time update to the management while providing resolution to the customers. 
• The responsibility also includes but not limited to providing visibility of customers pain to senior leaders within the organization for necessary corrective and preventive actions whenever required.
  

• Responsible for resolving  and responding to senior management escalations including COO and CEO escalations  within defined TAT and avoid further contacts from the customer by taking complete ownership of the case until closure
  
• Responsible for working closely with various stakeholders within the organization to sought resolution of customers’ problems, also highlight failures for necessary corrective and preventive actions
  
• Responsible for performing RCA, capturing right VOC and data which can be utilized for further process improvements
  
• Responsible for providing case update to senior management proactively
  
• Strictly adheres to company policies and processes
  
• Perform other duties and assignments as directed
  

• Strong focus on customers’ experience and highly energetic
  
• Flexible to work in all the shifts
  
• Good understanding of escalation management
  
• Good process knowledge and tool management such as CRM, OMS and Other consoles
  
• Strong verbal and written communication skills