Customer Service-Escalation PrintStop India Pvt Ltd.

About PrintStop India Pvt Ltd.

Job Description

PrintStop is hiring Customer Service-Escalation Executive. Work Location: Elphinstone Road, Mumbai Work days: Mon to Sat(All Sunday off+1 Sat off) Job Summary: The Customer Support - Escalation Executive is responsible for managing and resolving complex customer issues that have been escalated from the front line support team. This role requires a deep understanding of the company's products, services, and policies, along with excellent problem-solving, communication, and interpersonal skills. The Escalation Executive will act as the main point of contact for escalated cases, ensuring timely and satisfactory resolution for customers while maintaining a high standard of service. Key Responsibilities: l Handle Escalated Issues:Manage and resolve customer issues that have been escalated from front-line support, ensuring a thorough understanding of the problem and a timely resolution. l Customer Communication:Communicate with customers via phone, email, or chat to address their concerns, provide updates, and ensure they are informed throughout the escalation process. l Case Management:Maintain detailed records of all escalated cases, including actions taken, communications, and final resolutions in the customer support system. l Cross-Department Collaboration:Work closely with other departments (e.g., Product, Engineering, Sales) to resolve complex issues that require multi-departmental involvement. l Policy Adherence:Ensure all actions are in compliance with company policies and procedures, including handling sensitive information securely. l Identify Trends:Analyze recurring issues and identify trends, providing feedback to improve products, services, or processes and reduce future escalations. l Customer Advocacy:Act as an advocate for customers, ensuring their voice is heard and their needs are addressed within the organization. l Continuous Improvement:Participate in training and development opportunities to enhance product knowledge and customer service skills. Qualifications: l Education:Bachelors degree in Business Administration, Communications, or a related field (or equivalent experience). l Experience: o Minimum of 2-3 years of experience in customer support, with at least 1 year in an escalation role. o Experience in handling high-priority customer issues and working in a fast-paced environment. l Skills: o Excellent communication skills, both verbal and written. o Strong problem-solving and analytical abilities. o Ability to manage multiple tasks and prioritize effectively. o High level of empathy and customer-centric mindset. o Proficient in using customer support software and tools. o Ability to work independently and as part of a team. l Technical Knowledge:Familiarity with the companys products and services, and the ability to quickly learn new technologies. Job Types: Full-time, Permanent Benefits: Flexible schedule Health insurance Paid time off Provident Fund Schedule: Day shift Experience: handling customer escalation: 1 year (Required) Work Location: In person,