Escalation Manager

Job description

**Roles and Responsibilities :** - Manage customer escalations in a timely and professional manner to resolve issues efficiently. - Coordinate with internal teams to investigate and resolve complex customer complaints. - Develop and maintain effective communication strategies to keep customers informed about issue resolution progress. - Analyze data to identify trends and areas for improvement in the escalation process. **Job Requirements :** - 1-3 years of experience in BPO/Call Centre environment, preferably in an Escalation Manager role. - Strong understanding of complaint handling procedures and regulations (e.g. NBFC). - Excellent customer service skills with ability to handle high-pressure situations calmly. - Proficiency in using technology such as CRM software for tracking and managing escalations.