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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This is our Vision statement. For everything we undertake, this is at the heart. We constantly ask “what kind of experience will this provide?” and then take our actions accordingly.
We are a firm grounded in strong engineering and product craftsmanship. Through value-driven, goal-oriented, and problem-solving practices, we leverage technology to build modern solutions that help our teams deliver the outcomes our clients truly care about. We believe outcomes matter more than output, and this philosophy guides every decision we take. Founded in 2015, we are stepping into our next chapter of growth through long-term, trusted collaborations.
Our services include:
- End-to-end product delivery
- Software Project Rescue
- Paratrooper Engagments
- Product and Technology Consulting
- Process Consulting
As Technology Partners to our clients, we are committed to delivering clean, lean, robust, usable, reusable, maintainable, scalable, and testable software solutions.
Therefore, we follow and champion the principles of software craftsmanship.
We are AWS Select Tier Partner helping SaaS teams build scalable, secure cloud platforms
For more follow us on:
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