Escalation Specialist
Ketto Online Ventures Private Limited
Mumbai, Maharashtra, India · Full Time
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- Experience
- 1–4 yrs
- Salary
- INR 29,000 – INR 40,000 / month
- Openings
- 1
- Posted
- il y a 1 heure
- Work mode
- In office
- Education
- Any graduate
- Resume
- Required to apply
Where you'll work
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Job description
About MetaGo
MetaGo, a branch of Ketto Online Ventures Private Limited, operates as a technology-driven platform specializing in healthcare and crowdfunding services. Established in Mumbai in 2012, MetaGo focuses on delivering healthcare solutions possibly including electronic health records, AI-based health monitoring, teleconsultations, and customized health insights.
Job Overview
The Escalation Specialist role entails managing complex customer issues by providing effective resolution through email, chat, and phone support. This position demands excellent communication, problem-solving abilities, and coordination to professionally and empathetically address sensitive healthcare inquiries.
Key Duties
- Manage escalated customer concerns via chat, email, and telephone.
- Conduct thorough investigations to deliver precise and prompt solutions.
- Collaborate with internal departments to resolve advanced cases.
- Document all customer interactions accurately within the company system.
- Uphold service quality, promptness, and customer satisfaction benchmarks.
- Diffuse difficult situations with patience and professionalism.
- Adhere to company policies, compliance rules, and escalation protocols.
- Provide feedback on recurring problems to enhance customer experience.
Required Experience and Skills
- Between 1 and 4 years of experience in customer support, escalated issue handling, chat, or email support roles.
- Strong proficiency in written English communication.
- Effective analytical and problem-solving capabilities.
- Ability to manage stressful and challenging customer interactions.
- Experience utilizing CRM, ticketing, or helpdesk platforms.
- Preferably experience in healthcare or related industries.
- Capability to multitask and handle several cases concurrently.
Preferred Qualifications
- Graduate degree in any field.
- Background in healthcare support or patient/customer service sectors.
- Knowledge of SLA-driven support and escalation processes.
Competencies
- Empathy towards customers.
- Sharp attention to detail.
- Skills in conflict resolution.
- Ownership and responsibility for tasks.
- Teamwork and collaboration abilities.
Work Setting
This is a customer service role operating in a dynamic environment with a six-day work week. Shift timings will rotate based on business requirements.