Escalation Desk Specialist( Banking Voice ) Whitefield Bangalore Whitefield

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Key Responsibilities:

Issue Resolution: Address escalated customer concerns, technical issues, or service problems promptly and effectively.
Advanced Support: Provide expert-level support to troubleshoot and resolve complex issues beyond the scope of regular support teams.
Communication: Liaise between various departments or teams to facilitate resolution, ensuring clear and concise communication throughout the process.
Documentation: Maintain detailed records of escalations, actions taken, and solutions provided for future reference and analysis.
Customer Advocacy: Advocate for customers' needs, ensuring their issues are addressed with urgency and empathy.
FTR: Resolve the issue comprehensively on the first attempt, ensuring the customer doesn't need to contact us again for the same query

Role Proficiencies:

Strong technical aptitude and ability to troubleshoot complex technical issues across various platforms or systems.
Excellent communication skills, both written and verbal, with the ability to convey technical information in a clear and understandable manner.
Problem-solving skills with the ability to remain calm and focused in high-pressure situations.
Ability to work collaboratively in a team environment and coordinate with multiple stakeholders.

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