Job Title: Escalation Management Executive Location: Atomberg Technologies, Vikroli Branch Role Summary: We are seeking a dedicated and proactive Escalation Management Executive to join our team. This role is crucial for managing and resolving customer escalations effectively, ensuring high satisfaction levels while maintaining brand reputation. The ideal candidate will have hands-on experience in escalation management, exceptional communication skills, and the ability to deliver quick and convincing resolutions. Key Responsibilities: - Escalation Resolution: Handle escalated cases efficiently, ensuring prompt and satisfactory resolution for the customer. - Customer Communication: Maintain clear, professional, and empathetic communication with customers throughout the escalation process. - Ownership & Accountability: Take full ownership of assigned cases, seeing each through to resolution with dedication and integrity. - Data Management & Reporting: Track and analyze escalations using Excel, maintaining accurate records and creating comprehensive dashboards for reporting. - Process Improvement: Identify root causes of escalations and suggest process improvements to reduce future incidents. Qualifications: - Experience: Prior experience in an escalation management role is mandatory. - Skills: - Excellent communication and interpersonal skills. - Strong convincing and problem-solving abilities. - Advanced Excel skills, including data analysis, reporting, and dashboard creation. - Ability to quickly understand processes and learn new tools or systems. - Demonstrated ability to work with minimal supervision and high accountability. Ideal Candidate: A quick learner with a passion for problem-solving and customer service. The candidate should have experience in managing escalations and be skilled in taking ownership of cases. Commitment to delivering high-quality results and a proactive approach to tasks are essential.