
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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1. At least an undergraduate degree in Computer
Science, Engineering, preferably from IITs/Top RECs.
2. 1-4 years of experience at cutting edge organisations
or startups.
3. Extensive experience in developing mobile apps using
Android SDK with proficiency in Core Java and design
patterns.
4. Experience with e business/e commerce applications
and business environment is a must.
5. Any experience with internet companies will be a plus.
6. Great understanding of Android development SDK and
Kotlin.
7. Expertise in Core Java with solid OOD principles and
design patterns.
8. Good grasp of algorithms, design patterns, memory
management and multithreaded programming.
9. Conversant with JSON, XML, Web services API.
10. Experience with SaaS platforms for mobile
development like Analytics, Push Notifications, Cloud
Storage, Ad Networks, etc.
11. Hands-on experience with Android's debugging, unittesting, memory and performance optimization tools.
12. Great people skills

