Customer Support- Email Support Agent – Customer Escalations

Job Overview:We are looking for a skilled and efficient Email Support Agent to handle customer escalations within 24 hours of receiving a complaint. The role requires excellent communication, a strong understanding of escalation processes, and the ability to manage multiple tasks, including resolving customer issues, maintaining escalation trackers, and collaborating with internal teams.

Key Responsibilities:

• Customer Escalation Handling:Respond to customer escalations within 24 hours of the complaint being raised via email, providing timely and clear communication.

• Coordinating with Internal Teams:Liaise with relevant teams to understand the issue raised in the escalation and ensure a resolution is provided.

• Customer Communication:Act as a mediator between the customer and internal teams, updating the customer on the status and final resolution of their issue.

• Escalation Management:Monitor and ensure that all escalations are addressed within the set TAT (Turnaround Time), keeping track of any delays and ensuring timely follow-ups.

  

• Tracker Management:Maintain accurate and up-to-date records of escalations, customer interactions, and resolutions in an Excel tracker. Ensure data hygiene and report any recurring issues or trends.

• Excel Proficiency:Use Excel to manage, update, and analyze escalation data. Create and maintain trackers to monitor the status and resolution timelines of customer complaints.

• Process Adherence:Follow company protocols and procedures for customer interactions and escalations, ensuring that customer issues are handled efficiently and professionally.

Qualifications:

• Proven experience in customer support or similar roles, preferably with exposure to escalation handling.

• Strong communication skills, both written and verbal.

• Good typing speed and accuracy in handling multiple customer queries.

• Proficiency in Microsoft Excel, with experience in creating and maintaining trackers.

• Ability to work in a fast-paced environment and manage escalations within deadlines.

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• Excellent problem-solving skills and attention to detail.

• Working 6 days a week

• Rotational week off

Key Skills:

• Email Communication

• Customer Escalation Management

• Team Coordination

• Excel & Tracker Management

• Time Management & TAT Monitoring

• Problem-Solving & Attention to Detail