Escalation Manager - India -- 2
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We (freelancer.com) have an exciting opportunity for an experienced Escalation Manager to join our team and be part of this amazing project during an amazing growth period.
********************************Should be located in any of these cities Bangalore/Chennai/ Hyderabad********************************
-Escalation management - track and close escalation. Be the single point of contact for our Customers and Act as an escalation point to drive resolution in a timely, proactive manner.
-Manage customer escalations and coordinate resolution with key stakeholders (internal and external) by working cross-functionally to ensure client SLAs are met.
-Identifying and analyzing the root cause of the escalation & delay, initiating the process of escalation based on the criteria that have already been specified by the stakeholder. Linking the Cases with the process of escalation & identifying the gaps and quick resolution within timelines set.
-Ensure customer escalations are resolved within agreed upon timelines, and influence others towards action and change. Assembling the team responsible along with the escalation management and this includes the dispatcher, the FSE’s, and all other partners in the areas of expertise in the escalation matrix and seeking their guidance & support for timely closures.
-Establishing the most accurate expectations from the process of escalation with defined timelines and enforcing some relief to the customers who had escalated the issues.
Coordinating with the customers who have had issues and developing an escalation plan as per the requirements, informing them with proper KCI.
-Updating each and every case with history of each stage on the CRM. This should include updating the same information in the management data, and also reviewing and adjusting the issues accordingly.
-Lead improvements by monitoring dashboards and emails to proactively monitor trends and customer escalations. Facilitate and report on daily escalations to ensure appropriate visibility of key customer issues with escalation status
-Support leadership and stakeholder expectations by reducing escalation volume & resolution of all escalations within minimum timelines.
-The escalation metrics should be followed and adherence to compliance of stakeholders is a must. Ensuring accurate and timely reporting of process performance to all stakeholders
-Identify and implement training & development needs of the Dispatchers & FSE’s
Skill Sets Required:-
Effective Problem-solving abilities
Meet the specific service level agreements
Excellent response time and result driven
Team Management - Proven track record of working collaboratively to improve the customer’s experience
Ability to navigate complexity and create collaborative, cross-functional solutions
Strong communication, presentation, and relationship management skills
Able to translate complex issues in an understandable, organized way
Ability to develop relationships with customers, partners, and cross functions
Effective communication (both written and verbal) and influencing skills are required
Working knowledge of Google Workspace
ID проекта: #32682214