ZestMoney
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Roles and Responsibilities
As an Escalation Associate, you will be at the front of handling and resolving customer complaints and Grievances from various touchpoints (Not Limited to Complaints, Social Media Escalations, Consumer Forum complaints, etc.). You will work with other departments and ensure closure and recovering a customer’s experience.
- Tracking all Customer complaints/escalations in real-time.
- Acknowledge all customer complaints, connect with customers (Over emails as well as on calls), understand the problem clearly, and assure a timely resolution.
- Coordinate and follow up internally for an end-to-end closure on each complaint handled.
- Proactively escalate cases that are about to breach standard TAT.
- Work on RCAs (Root Cause Analysis), of complaints, handled, to facilitate process improvement internally.
- Liaison with team members and team leads on a regular basis.
- Publish MIS on Escalation Cases and follow up steps to be shared with Team Leaders for Agent coaching and improvement.
- Adhere to compliance policies.
Required Skills & Experience
- A strong Customer-centric approach.
- Can work under pressure and handle difficult conversations.
- Can understand problems clearly.
- Ownership and solution-oriented approaches should understand and deliver end-to-end resolutions.
- A team player can coordinate and liaise with internal and other departments seamlessly.
- Fluent in written and conversational English. Regional Language Hindi, Kannada, Tamil, Telugu is a strong plus.
- Academic Qualifications- Bachelor’s Degree preferred or equivalent experience considered.
- 1 -2-year experience in customer service (or related fields), fresher’s can be considered who matches above criteria.
Preferred Skills
- Background in customer service, escalations/complaints handling, social media handling.
- Experience in email handling, inbound calls.
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About the company
We exist to eliminate the gap between “Human Intuition” and “Data-Backed Decisions”
Data is the new oxygen, and we believe no organization can live without it. We partner with our customers to get to the core of their problems, enable the data supply chain and help them monetize their data. We make enterprise data dance!
Our work elevates the quality of lives for our family, customers, partners and the community.
The human values that we display in all our interactions are of:
Passion – we are committed in heart and head
Integrity – we are real, honest and, fair
Empathy – we understand business isn’t just B2B, or B2C, it is H2H i.e. Human to Human
Boldness – we have the courage to think and do differently
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