An escalation specialist has a significant impact on the business relationship and their role affects productivity. This person is also responsible for developing and monitoring dashboard trends and reducing the number of escalations so as to improve customer satisfaction.

Responds to and manages complaints and escalations from customers. Responsible for managing escalations relating to products or services, handling problem tickets, and providing feedback to upper management regarding customer issues.

• Identify, Initiate, and analyze the process of escalation based on each scenario
• Record incidents and its status in CRM (Customer Relationship Management)
• Develop an escalation plan based on each customer issue
• Inform the customers of the status regularly
• Review the root cause of escalation with the aim of improving the escalation procedures.

• Process adherence – Complaint closure
• Revenue – Creating revenue by giving alternate travel options and packages and reducing the revenue loss through refunds
• Customer satisfaction – Customer reviews

• Excellent communication skills (both verbal & written)
• System skills and listening skills

Education: Graduation in any stream with a minimum of 50%
Experience: Minimum 4 years of experience in escalation

• Week off – Friday/Sunday & Alternate Saturdays
• Duties will fall in between 10:30 AM to 10:30 PM (9 hours work shift in between)

Role: Escalation Specialist
Location: Kochi
Department: Insurance
Employment Type: Full-Time
Contract Type: Regular