Escalation Specialist

Technoarete Research and Development Association

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 (PRs).

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 : Diploma, Advanced/Higher Diploma, Any Bachelor Degree, B.C.A, B.B.A, B.Sc, B.Tech/B.E, M.C.A, M.B.A/PGDM, M.Sc

Role : Escalation Specialist

Industry Type : Call Centre / BPO / KPO / ITES / LPO

Gender : [ Male / Female ]

Job Country : India