Customer support (escalation specialist)

at KreditBee

Customer support (escalation specialist)

KreditBee

Company

Home

Customer support (escalation specialist)

at KreditBee

Posted by shruthi j

2 - 8 yrs

₹3L - ₹4.5L / yr

Bengaluru (Bangalore)

Skills

Voice processing

Key Responsibilities:

Handle escalated voice calls transferred by L1 agents or supervisors.
Provide expert-level support for complex issues and ensure timely resolution.
Maintain ownership of tickets through resolution, keeping customers informed throughout the process.
Coordinate with internal teams (Product, Engineering, QA, etc.) to resolve technical issues.
Identify patterns in escalations and suggest process/product improvements.
Document solutions, create knowledge base articles, and provide feedback to the L1 team to reduce future escalations.
Meet or exceed defined KPIs such as First Call Resolution (FCR), CSAT, and Average Handling Time (AHT).
Ensure adherence to SLAs and internal escalation protocols.
Act as a mentor and point of contact for L1 agents when guidance is needed.

Requirements:

2–4 years of experience in customer support, with at least 1 year in L2 or escalations (voice process).
Strong verbal communication skills with fluency in [English/Other relevant language].
Experience with CRM and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce).
Ability to handle high-pressure situations and demanding customers with empathy and professionalism.
Technical troubleshooting experience preferred (based on industry – SaaS, Telecom, FinTech, etc.).
Willingness to work in rotational shifts or weekends, if required.
Bachelor's degree or equivalent preferred.

Key Responsibilities:

Handle escalated voice calls transferred by L1 agents or supervisors.
Provide expert-level support for complex issues and ensure timely resolution.
Maintain ownership of tickets through resolution, keeping customers informed throughout the process.
Coordinate with internal teams (Product, Engineering, QA, etc.) to resolve technical issues.
Identify patterns in escalations and suggest process/product improvements.
Document solutions, create knowledge base articles, and provide feedback to the L1 team to reduce future escalations.
Meet or exceed defined KPIs such as First Call Resolution (FCR), CSAT, and Average Handling Time (AHT).
Ensure adherence to SLAs and internal escalation protocols.
Act as a mentor and point of contact for L1 agents when guidance is needed.

Requirements:

2–4 years of experience in customer support, with at least 1 year in L2 or escalations (voice process).
Strong verbal communication skills with fluency in [English/Other relevant language].
Experience with CRM and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce).
Ability to handle high-pressure situations and demanding customers with empathy and professionalism.
Technical troubleshooting experience preferred (based on industry – SaaS, Telecom, FinTech, etc.).
Willingness to work in rotational shifts or weekends, if required.
Bachelor's degree or equivalent preferred.

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About KreditBee

Founded :

2018

Type :

Product

Size :

1000-5000

Stage :

Raised funding

About

KreditBee is a FinTech Platform which facilitates instant personal loans to professionals, where they can avail loans up to ₹4 lakhs as per their requirement. With a strong focus on online tech-based and data-centric KYC, KreditBee envisions solving the financial inclusion gap in the varied demographic segments of the country. The platform is a Series-D funded entity, backed by Advent International, Premji Invest, Motilal Oswal Alternates, TPG-NewQuest, Mitsubishi UFJ Financial Group, ICICI Bank and Mirae Asset Venture Investments. The company serves the credit and other personal finance requirements through its in-house RBI-registered NBFC - Krazybee Services Private Limited (Systemically important NBFC) along with partnerships with over 10 renowned financial institutions. The company currently serves 10 million customers across the country.

Rajamurugan Siva

Connect

priya s

Connect

Company social profiles

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