An escalation specialist is responsible for supporting and managing escalations while
maintaining the relationships between departments and servicing client needs.
Perform as primary interface for Global Management with regards to customer escalations.
Prioritize and stimulate escalations with Continuing Product Development (CPD) to ensure
visibility, traction and ultimate closure.
Ensure customer is heard throughout escalation process.
Establish correct expectations, enforce relief and resolve through effective communication.
Analyse and monitor customer Problem Reports (PR’s).
Supply regular regional status updates for all escalated Service Requests.
Collaborate with infrastructure functions required in escalations management.
Evaluate escalation performance metrics.
Review and identify root cause for all escalated service requests and use this information to
improve continuously within service delivery teams.
Help ensure compliance with Corporate and Regional Escalation Policies.
Focus on problem avoidance in escalation process.
Collaborate with other work group teams to train using process and procedures based on
historical experience.
Assess impact of corporate advisories and bulletins on existing customer base.
The key skill requirements for escalation are mentioned below:
Problem solving ability
Meeting service level agreements
Exceeding Initial Response (IR)
Budget management
Team management
Expertise in staff handling
Performance management
Experience
1 - 3 Years
No. of Openings
2
Education
B.B.A, B.C.A, B.E, B.Sc, Diploma, Advanced/Higher Diploma, M.B.A/PGDM, M.C.A, M.Sc, Any Bachelor Degree
Role
Escalation Specialist
Industry Type
Call Centre / BPO / KPO / ITES / LPO
Gender
[ Male / Female ]
Job Country
India
Type of Job
Full Time
Work Location Type
Work from Office
1 - 3 Years
2 Openings
2.3-3.8 Lac/Yr
Face-to-Face interview
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