Customer Support

As a Customer Support Specialist, you will be the frontline expert responsible for managing and resolving high-priority or complex customer issues that have been escalated beyond standard support channels. Your role will involve acting as a liaison between customers, internal teams, and financial institutions to ensure timely, empathetic, and effective resolution while also identifying root causes and driving continuous improvement. Your key responsibilities will include monitoring and managing the escalation queue to ensure timely response and resolution, managing complaints received from the Reserve Bank of India, investigating and resolving escalated customer issues with a focus on root cause analysis, collaborating with internal teams and financial institutions to resolve the escalated cases, maintaining detailed documentation of escalated cases and actions taken, providing feedback to frontline agents to reduce future escalations, identifying trends in escalations and recommending process or policy improvements, and ensuring all escalations are handled in accordance with SLAs and quality standards. The ideal candidate for this role will have 5-6 years of experience in customer service, with at least 2 years of experience in managing escalations or critical task queues. You should possess strong problem-solving and conflict-resolution skills, excellent verbal and written communication abilities, the capacity to remain calm and professional under pressure, proficiency in ticketing systems, strong organizational skills, attention to detail, and the ability to multitask and prioritize in a fast-paced environment.,