Reporting Manager: Sr. Manager/ Associate Manager

Key Responsibilities:

  • Minimum Job experience of 2-3 Years
  • Must have experience of managing Escalation in an Ecommerce process/company.
  • Ability to speak English and Hindi fluently.
  • Communicate effectively with many levels of management while conducting a thorough investigation of complaints.
  • Worked collectively with various teams.
  • Experienced at deescalating seller complaints to successful resolutions.
  • And able to provide conflict resolution of heightened seller complaints while maintaining excellent professionalism standards
  • Proactively evaluate the status of assets to identify potential issues that may require escalation to supervisors or management.
  • Prioritize, assign and follow through on multiple ticket assignments regarding all complaints and issues.
  • Work independently and ability to make quick decisions.
  • The successful candidate will have a proven track record of exemplary customer service, good judgement and be gifted at learning new technology.
  • Must execute tasks with minimum assistance and should have the ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.
  • You must be a people person and a powerful communicator.
  • Ability to build rapport with others and create a team environment.
  • Strong communication, organizational, motivational and time management skills.
  • Ability to work flexible hours whenever necessary.
  • Should be well versed with excel and other Microsoft applications

KRA

  • To ensure the Escalation TAT targets are met consistently. 
  • To ensure C-SAT scores and Reopen target are met. 
  • Reduction in the number of complaints and number of escalation tickets. Should be able to do thorough RCA and fill in process gaps. 
  • Should be able to keep all responsible stake holders informed on the progress of the escalation

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