28 Escalation Handling Jobs

We're Hiring! | Manager Customer Service | NBFC Location: Bangalore CTC: 7–15 LPA Experience: 8–9 Years in Customer Service Qualification: Graduate Role Highlights: Handle escalated customer issues with a dedicated team Coordinate with departments for timely resolution Conduct workshops & train contact center teams Root cause analysis of complaints Ensure ticket closure within TAT & customer satisfaction MIS reporting for leadership Skills Required: Strong in Excel & Communication Deep knowledge of customer service process Experience in team coordination & escalations Share your CV at simran.goyal@in.experis.com #CustomerServiceJobs #ToyotaCareers #HiringNow #ManagerJobs #EscalationHandling #MISReporting #BangaloreJobs #CustomerSupport #JobOpening

Job Summary: We are looking for a skilled and experienced Escalation Specialist to join our Grievance team. The Escalation Specialist will handle complex customer issues that require additional attention and resolution, ensuring that customer concerns are addressed quickly and effectively. You will be a key part of our Grievance operations, working to enhance customer satisfaction and improve service delivery by resolving escalated cases. Key Responsibilities: Handle Escalated Cases: Take ownership of complex customer inquiries, complaints, and issues that have been escalated beyond the first-line support team. Act as the primary point of contact for these cases. Investigate and Resolve Issues: Work cross-functionally with relevant teams (e.g., product, engineering, sales, etc.) to investigate and resolve customer issues in a timely manner. Ensure Effective Communication: Keep customers informed about the status of their issues, offering transparent and professional communication throughout the resolution process. Maintain High Customer Satisfaction: Provide outstanding service and maintain customer satisfaction levels even in challenging or difficult circumstances. Aim to exceed customer expectations whenever possible. Analyze Root Causes: Investigate patterns or recurring issues that may require process improvements. Provide feedback to the management team to help prevent similar issues from arising in the future. Document and Track Escalations: Keep detailed records of all escalations, resolutions, and customer interactions for future reference and analysis. Follow Up on Resolutions: Ensure follow-up actions are completed after escalation issues are resolved to guarantee that customer satisfaction is maintained. Advocate for Customer Needs: Serve as the voice of the customer within the organization, advocating for their needs and ensuring they are understood by relevant internal stakeholders. Required Skills and Qualifications: Bachelor's degree in Business, Communication, or related field (or equivalent experience). 1 -2 years of experience in a customer service or support role, with at least 6 Months to 1 year of experience handling escalations. Strong problem-solving skills and a customer-centric approach. Ability to stay calm and professional in high-pressure situations. Excellent communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner. Ability to work independently and manage multiple escalated cases simultaneously. Proficient in using customer support software, CRM tools, and other business systems. Strong attention to detail and organizational skills. Ability to collaborate effectively with cross-functional teams to resolve issues.

Any Graduate with 1 year of relevant experience in reporting or MIS role is preferred. Respond to queries, handle level 1 escalations, and provide solutions for closure of open points Timely escalation of issues to the operation manager Preparation of MIS as per customer requirement Ensure the team is compliant with all quality requirements Monitoring daily dashboard and bringing in necessary preventive measures through detailed error analysis Involvement in project management reviews to understand the health of the unit and adopt necessary controls Ensure preparation of training and development plan for all the team members Should perform regular reviews with team members Undertake appraisal activity for associates, and provide necessary feedback and support in terms of career progression Manage absenteeism and attrition in a team effectively Engage and interact with customers to understand requirements and provide solutions

What You Will Be Doing: Build regional relationships with key decision makers at assigned suppliers to grow sales and market share in respective suppliers through various programs and marketing activities. Accountable to regional execution of the business and sales plan. Monitor and forecast performance within the region. Collaborate with the Global Supplier Management team to execute regional annual goals to advance the business. Establish appropriate branch and territory performance review cadence both internally and externally with suppliers to execute strategic initiatives. Execute go to market initiatives centered on key technologies and segments aligning regional investment to support. Field and resolve supplier and Arrow organization escalations.

Team Management:Supervise and mentor a team of customer service/financial advisors, ensuring high engagement and performance. Process Oversight:Monitor day-to-day operations of the BFSI process, ensuring adherence to SLAs, compliance call 7697428237 Required Candidate profile Prior exp in healthcare in Claims process Experience: Minimum 3 years in a BPO Healthcare process, with at least 1 year as a Team Lead.

Job Title: Nursing Officer Home Healthcare Operations Location: North Goa / Surat (Work from Office + Field Coordination) Experience Required: 7+ Years Industry: Healthcare / Home Healthcare Services Employment Type: Full-Time Compensation: As per industry standards Job Overview: We are hiring a highly experienced and dedicated Nursing Officer to lead and manage home healthcare services in North Goa and Surat . This role involves overseeing care delivery, managing a nursing team, developing care plans, handling escalations, and ensuring top-tier service quality for elderly clients. Key Responsibilities: Operations Management: Supervise the daily operations of the home healthcare unit, ensuring timely and efficient service delivery. Team Leadership: Lead a team of nurses and attendants including recruitment, training, performance management, and staff development. Care Plan Management: Design and periodically review personalized care plans in coordination with doctors and medical teams. Issue Resolution: Address escalations from patients or families professionally and ensure effective solutions. Training & Quality Control: Conduct regular training and mentoring programs to maintain high standards of patient care. Vendor Management: Handle empanelment and performance tracking of third-party nursing and attendant service providers. Collaborative Care: Coordinate with physicians, physiotherapists, and social workers for integrated elder care. Desired Candidate Profile: Education: BSc Nursing or GNM (General Nursing and Midwifery) from a recognized institution. Experience: Minimum 7 years of experience in healthcare, with at least 23 years in home healthcare services in a managerial/supervisory capacity. Skills & Attributes: Strong understanding of care planning for elderly patients Excellent communication and interpersonal skills Experience in training, mentoring, and people management Strong problem-solving and escalation handling skills Exposure to vendor empanelment and monitoring processes

Candidate Skill: Technical Skills LMS, LOS, Production Support, Issue Tracking, Escalation Handling, Stakeholder Coordination, Shift Support, Documentation, Communication, Non-Technical Support Job Description: We are looking for experienced Production Support Assistants with a strong background in non-technical support roles for a reputed organization in Pune. This is not a Business Analyst (BA) role. Key Requirements:Must have cleared Pre-Employment Requisites (PREP).Minimum 5 years of relevant experience in production support.Familiarity with LMS (Loan Management System) and LOS (Loan Origination System) is mandatory.Ability to handle escalations, support end-users, and coordinate with internal teams.Strong communication and coordination skills.Ability to document and track issues effectively.Work Schedule:5-day working week (any 5 days, including Saturday or Sunday). Rotational Shifts:10:00 AM 7:00 PM2:00 PM 11:00 PM Key Skills:Production SupportIssue Tracking and Escalation ManagementAwareness of LMS and LOSNon-technical Stakeholder CoordinationShift Flexibility

We are looking for Immediate joiners only. Job Summary We are seeking a highly organized and result-driven Call Center Manager (age below 35 years) to lead and manage our call center operations. The ideal candidate will be responsible for supervising the day-to-day activities of the call center team, ensuring performance targets are met, and delivering an exceptional customer experience across all touchpoints. The role requires strong leadership, team management, and data-driven decision-making capabilities. Key Responsibilities Supervise and manage daily operations of the call center including inbound and outbound teams. Set performance goals and KPIs for the team and ensure consistent achievement. Monitor calls and provide constructive feedback to improve service quality. Conduct regular team meetings, coaching, and performance reviews. Prepare reports on team performance, call metrics, and customer feedback. Coordinate with internal departments for smooth resolution of customer issues. Handle escalated calls and ensure prompt issue resolution. Help in Recruit, train, and onboard new call center agents as needed. Implement best practices and process improvements to increase productivity and efficiency. Ensure adherence to company policies, scripts, and quality standards. Requirements Bachelors degree in any discipline; additional certification in customer service is a plus. Minimum 8 years of experience in a call center, with at least 5 years in a team lead or managerial role. Strong communication and interpersonal skills. Proven ability to lead and motivate a team to achieve targets. Knowledge of call center software, CRM tools, and reporting systems. Excellent analytical and problem-solving skills. Ability to work under pressure and manage stressful situations calmly. Strong customer focus with a passion for delivering excellent service. Age must be below 35 years. Proficiency in MS Office, especially Excel and reporting dashboards. Why Join Caf Desire? A Culture of Growth: We believe in nurturing talent and providing continuous learning opportunities. Whether its skill enhancement, career progression, or leadership development, we empower our employees to reach their full potential. Work with a Market Leader: Caf Desire is a trusted name in the beverage vending industry , serving thousands of customers across industries. By joining us, you become a part of a brand that is respected, innovative, and growing rapidly. Recognition & Rewards: We celebrate our employees achievements, big and small. Our performance-driven culture ensures that your hard work is recognized and rewarded. A Supportive Team: We foster a collaborative and positive work environment where teamwork, respect, and mutual support are at the core of our success. Bringing Joy in Every Sip: As part of Caf Desire, you’ll contribute to enhancing workplace experiences for countless businesses by delivering high-quality products and excellent customer service. Career Growth Opportunities: We don’t just offer jobs; we offer careers ! If you're looking for stability, career advancement, and a company that values your ambitions , you’ve come to the right place. Be Part of Something Bigger: Join Caf Desire and be part of a mission to redefine the way people enjoy their beverages, one cup at a time! About the Company Radiant Consumer Appliances Pvt. Ltd., the parent company of Caf Desire , is a leader in the hot beverage vending industry , offering state-of-the-art coffee and tea vending machines along with premium-quality premixes. Since our inception, we have been revolutionizing workplaces by providing hassle-free, on-demand beverages that keep businesses running smoothly. With a strong presence across India and expanding globally, Caf Desire is known for its commitment to quality, innovation, and customer satisfaction . Our customers range from small businesses to large enterprises, and our goal is to deliver joy in every sip . We are not just a brand; we are a community of passionate individuals dedicated to creating delightful customer experiences. If you’re looking for a career where your skills and enthusiasm will be valued, this is the place for you! Visit us at www.cafedesire.co.in

Hi, We are hiring for ITES Company for Associate/Sr Associate - Quality Analyst/Reporting Role. Overview Quality Analyst / Reporting is a professional responsible for ensuring that products, services, or software meet defined quality standards, regulatory requirements, and customer expectations. Key responsibilities include conducting quality checks, managing the feedback loop, preparing daily/weekly reports, performing cross-calibration with clients, leading team huddles, and handling customer complaints. The role also involves applying Lean & Six Sigma methodologies to improve processes, tracking customer-based quality parameters, and ensuring customer data privacy. A deep understanding of utilities and a focus on overall customer experience are crucial Key Skills: a) Min 1 Year Experience in MIS Reporting b) Any Graduate c) Knowledge of Dashboards To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: >Click on Start option to Apply and fill the details >Select the location as Other ( to get multiple location option ) a)To Apply for above Job Role ( Kolkata) Type : Job Code # 232 Job description: Any Graduate with 1 year of relevant experience in reporting or MIS role is preferred. Respond to queries, handle level 1 escalations, and provide solutions for closure of open points Timely escalation of issues to the operation manager Preparation of MIS as per customer requirement Ensure the team is compliant with all quality requirements Monitoring daily dashboard and bringing in necessary preventive measures through detailed error analysis Involvement in project management reviews to understand the health of the unit and adopt necessary controls Ensure preparation of training and development plan for all the team members Should perform regular reviews with team members Undertake appraisal activity for associates, and provide necessary feedback and support in terms of career progression Manage absenteeism and attrition in a team effectively Engage and interact with customers to understand requirements and provide solutions

Oversee end-to-end operations of the AI-extracted statements verification process during assigned shift. Manage day-to-day activities and ensure timely and accurate processing by associates. Coordinate across teams including QA, Data Analysts, and client stakeholders to ensure seamless operations. Monitor and track productivity, SLA adherence, and update/manage shift rosters. Mentor team members , handle escalations, and promote a culture of continuous improvement. Maintain operational dashboards and provide performance reports to leadership. Requirements Bachelor's degree in any discipline. 8+ years of experience in KPO/BPO or back-office operations , with 1-2+ years in a team lead or shift management role. Strong leadership, communication , and conflict-resolution skills. Proven ability to manage cross-functional coordination and meet operational SLAs. Experience with performance metrics , dashboards, and reporting tools.

WHAT YOULL DO: The Senior Director in the Product/Customer Support is responsible for leading a Team of Managers, Assistant Manager, leads and associates, as well as acting as a knowledge resource for Product Lines owned (i.e., Leasing, Maintenance, Single Family, among others); and/or Contact Types assigned (i.e., Email, Chat, Voice, Technical etc.); ensuring consistent delivery of the high-quality products delivered by RealPage. The tasks include but are not limited to assisting the Manager with staffing, quality control, has shared accountability to overall customer satisfaction, problem identification and reporting assignments, assists in managing to achieve departmental SLAs (service level agreements), and has shared accountability. Senior Director will have direct responsibility for their team's daily performance, working with Workforce Management for the scheduling of the agents, daily/weekly/monthly reporting; schedule adherence; assist with training as it pertains to the position and providing input into performance reviews. The Senior Director will also play an active role in ensuring that department goals are being met or exceeded. Adequate training and understanding must be met with an ability to learn multiple software systems to support the different products. Must provide ownership of the position and be able to effectively escalate problems or issues as they arise based off trained protocol. PRIMARY RESPONSIBILITIES: Performance: Collaborate with Managers/ Asst Manager/ Team leads to drive day-to-day operations in a seamless manner to ensure the groups deliverables are met Validate the process efficiency ideas within the group and shortlist the potential ideas for implementation by partnering with the manager Assist the team to complete the project and involve in cross-functional projects as needed Analyze and Derive insights from the reports and assist the managers Partners with the manager to prepare the goals relevant to the process and in line with the business KPIs Maintain seamless communication with the stakeholders Process : Oversee initiatives for multiple BUs/products, taking end to end ownership regarding piloting and stabilizing new products, onboard, train and set to high performance of all new hires. Leading Support transformation initiatives, driving global projects with minimum or no dependency. Monitors and directs the team regarding escalation management of backlog to ensure team can meet SLS standards. Coordinate with the Managers/ Asst Manager/ Team leads and handle the leave management for the team effectively ensuring right staffing Conduct annual performance reviews for the team members and work towards consolidation of performance ratings at team level Evaluate team members performance and initiate PIP as required along with providing support. Analyze the volume trends and provide inputs to the manager People: Managing a team of 150+ employees group. Conduct formal and informal connects to build strong working relationships with the Team Leads and team members to retain the talent. Driving Participation of the teams in engagement surveys and conduct collaboration activities Drive the completion of assigned courses and nominate team members for Instructor Led Trainings Validate the nominations and provide recommendations related to Rewards and Recognition Participate in the hiring process

The Lead – Sales Operations and Fulfilment coordinates between sales and production teams to ensure timely, accurate order delivery by managing all technical, financial, and operational aspects.

Key Responsibilities: Manage inbound and outbound customer interactions with premium clients Resolve issues efficiently while maintaining professionalism Provide accurate information and guidance tailored to premium customers Maintain detailed records of customer interactions Collaborate with internal teams to escalate and resolve complex issues Meet defined service levels and performance targets Candidate Profile: Excellent verbal and written English Graduate / Undergraduate candidates preferred Experience in premium or high-value customer service processes is a plus Strong problem-solving and multitasking skills Ability to work in rotational shifts Immediate joiners preferred

Respond to queries from customer through Call Chat & Email information & handle complaints regarding the products/services Understands customer queries & responds to it ensuring that all queries are answered Salary upto 35000 Call Nivedita 7317810475

Supervise a team of international voice agents handling inbound customer calls Monitor team performance and ensure KPI targets (AHT, CSAT, FCR, QA scores) are consistently met Coach, mentor, and conduct regular 1:1s and feedback sessions Required Candidate profile Handle escalations &ensure high levels of customer satisfaction Prepare performance reports and work closely with Quality & Training teams Drive productivity, adherence, and compliance within the team Perks and benefits Perks and Benefits

Experience: 12 years in leading teams in e-commerce or customer support environments Function: Customer Experience / Customer Support / Customer Success About the role Were looking for a passionate and execution-focused Team Lead to join our UCJ (Unified Customer Journey) team This role is crucial in ensuring a seamless customer experience from the first interaction to resolution, across support and success channels Youll be responsible for guiding a team of Super Companions (PRMs), optimizing their performance, and ensuring every customer touchpoint is empathetic, timely, and solution-driven. Key Responsibilities Team Management: Lead and coach a team of UCJ Super Companions focused on call/chat/email interactions with customers. Performance Monitoring: Track daily KPIs including First Response Time, Talk Time, Transfers to Vets, and CSAT scores Conduct RCA for dips in performance. Customer Journey Oversight: Ensure customer transitions across touchpoints (support to vet to resolution) are seamless and aligned with UCJ goals. Process Improvement: Identify workflow gaps and execute improvements to enhance customer delight and team efficiency. Training & Upskilling: Regularly train and upskill team members on empathy, issue resolution, and understanding pet parent needs. Escalation Handling: Manage escalated cases and ensure timely and satisfactory closures with internal stakeholders. Reporting: Maintain dashboards, update leadership with actionable insights, and manage shift rosters, coverage, and productivity metrics. Requirement 12 years of experience leading customer support or success teams in an e-commerce or D2C environment. Proven experience in handling customer escalations and driving resolution excellence. Strong understanding of the e-commerce customer journey from acquisition to post-sale support. Ability to manage SLAs and performance metrics while maintaining empathy and a customer-first approach. Comfortable working in a fast-paced, agile environment with shifting priorities. Excellent communication skills (verbal and written). Good to have Experience with CRM tools like Freshdesk, Zendesk, or similar. Exposure to pet care, D2C wellness, or healthtech domains. Strong analytical mindset to draw insights from support data.

As a Manager (MVP) at Iron Systems, you will lead a team through all phases of client acquisition (New Program Transition) for Field Services Operations, navigating stringent timelines. This includes understanding client requirements through SOW/NPT templates, identifying gaps between client needs and ISG's USCA region delivery capabilities, workforce capacity planning, predictive profit delivery, and providing innovative, data-driven project planning and execution strategies. The ideal candidate will have prior experience leading a remote and on-site team of at least 4-5 individuals, driving performance management through KPIs designed to meet customer SLAs. You should have played a key role in fostering a fair and competitive environment, as well as ensuring adherence to program processes and compliance. You'll be responsible for developing strong partnerships with vendors and understanding their businesses. This role requires experience in overall workforce management/procurement and the ability to differentiate between field resource categories, providing cross-functional support, including onshore/offshore requirements. Job Responsibilities Responsible for building workforce supply chain solutions as per customer SOW. Support the Sales team in pre-bid activities as needed. Responsible for creating scalable templates in Excel to deliver program deliverables covering all phases of program onboarding until completion. Responsible for daily profit achievement of worker cost negotiations for each transaction. Responsible for team capacity planning . Responsible for building high-performing teams . Ensures a single point of accountability for the success of the Vendor Management Team. Adherence to the defined delivery processes from a vendor perspective and lead the Vendor Management team globally. Observe and propose changes to existing processes to Management for improvement in Service Delivery. Manage conflicts, drive teams to remediate problems, and ensure team processes and tasks are carried out efficiently as per company policy. New Program Transition: MUST have exposure to the transition of New Programs to BAU (Business as Usual). SOW Creation and Execution: Supervise the team for timely onboarding of vendors for all new programs and implement sourcing skills while engaging with vendors to source the best Field Engineers. Identifying cost-saving opportunities on a continuous basis and measuring team member performance through predefined KPIs. Preparing detailed Cost Analysis of program activities, Vendor Quotes, and performing Cost comparison. Lead and manage the Vendor Management team to review incidents, problems, and operational issues. Assist in resource planning, onboarding, and training as per program timelines. Create a culture of high performance within the department. Lead performance management initiatives like identifying new KPIs and defining measurement criteria. Responsible for ensuring financial goals and objectives are met or exceeded, as well as full compliance with all Iron Systems policies and procedures. Assists in providing accurate, timely, and complete daily performance analyses. Responsible for handling any escalations from internal stakeholders within the stipulated SLA as per company policy. Review, monitor, and report vendor performance metrics and ensure Service Levels are always met. Responsible for managing all stages of requisition activity using VMS technology , in-house portals, industry standards, and company policy. Oversees the use of VMS technology to ensure optimum, cost-effective, timely, and high-quality results. Provides required mandatory oversight, training, and leadership to create a competitive advantage through suppliers. Review and ensure quality profiles are sourced as per customer requirements. Perform analysis which includes cost savings reporting and other quality or efficiency data to help improve operational processes. Understanding of pricing models and what goes into the creation of bill rates along with candidate employment status. Prepare and publish reports for management review, which help in cost optimization without compromising quality and enhance efficiency. Provides program Standard Operating Procedures (SOP) training and updates to suppliers and internal teams regularly to ensure understanding and compliance of VMS technology use and overall program cadences. Participate as needed in the RFI/RFP process for large and mid-size deals. Implement setup for Primary and Secondary Vendors per IT Asset Product SKU and IT staffing & professional field service SKU. Provide standard program reporting to internal cross-functional stakeholders, including but not limited to ad-hoc report requests as required. Drive cost savings initiatives without impacting service quality. Good to have knowledge of cost-drivers and vendor market dynamics in the field services industry. Ensure Technicians (Vendor or Freelancers) are assigned to jobs as per SLA, as and when escalated. Ensure Technicians (Vendor or Freelancers) are reaching the site to perform the work as per customers requested appointments. Good to have hands-on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira , etc. Should be portal savvy. Ensure that appropriate approvals are in place before executing documents. Good to have prior knowledge of Background Verification requirements and drug tests as per local country law. Required Skills Skilled in identifying cost-saving initiatives and driving with the team. Natural leader who displays sound judgment and attention to detail . Should have prior experience in escalation handling and risk mitigation . Should have the ability to handle pressure and meet deadlines . Ability to work independently and as part of a team . Ability to influence cross-functional teams and peers in the business. Excellent interpersonal, communication, and public speaking skills . Support business partners by providing timely updates that are attuned to the commercial imperatives of the business; maintain a solution-based approach with options for the business. Ability to identify key issues and consistently apply a high standard of integrity, professionalism, expertise, and business ethics . Ability to provide practical, commercially focused, and value-added advice. Ability to critically review and advise business programs and procedures in accordance with business requirements and corporate policies and standards. Strong communication skills , both verbal and written. Should have prior experience of working on ticketing portals . MS Office (especially MS Excel) skills are mandatory.

Role & responsibilities We are seeking a Technical Support Engineer (Tier 2/3) with experience in Unified Communications (UC), SIP, VoIP, and Contact Center solutions . The ideal candidate will be responsible for handling escalated technical issues, troubleshooting complex problems, and providing expert-level support to enterprise customers and partners. Key Responsibilities: Escalation Handling: Provide Tier 2/3 support for UC and Contact Center solutions, assisting Tier 2 engineers with advanced troubleshooting. Technical Troubleshooting: Diagnose and resolve complex issues related to SIP, RTP, VoIP, UC applications, and call routing . Packet Analysis & Debugging: Utilize tools like Wireshark, SIP tracing, and logs analysis to identify and resolve technical problems. Lab Replication: Reproduce customer issues in a test environment to validate solutions and escalate to R&D if necessary. Customer Interaction: Engage partners on escalated cases, providing clear technical resolutions. Documentation & Knowledge Sharing: Contribute to internal knowledge bases, write technical articles, and mentor junior engineers. Collaboration: Work closely with cross-functional teams, including development, product management, and global support teams, to drive issue resolution. Process Adherence Maintaining KPI's and desired SLA's Shift Open for 24x7 shift work .

As an OPM (GMVC), you will be leading a large Category Procurement team Your KRA includes but not limited to taking the team to the next level of delivery maturity and maximizing stakeholder satisfaction Job Responsibilities Ensures a single point of accountability for the success of the Category Procurement Team Establish and refine delivery processes from Vendor perspective and lead the Category Procurement team globally Manage conflicts, drive the teams to remediate the problems and ensure the team's processes and tasks are carried out efficiently Lead and manage Category Procurement team to review incidents, problems, and operational issue Lead resource planning, onboarding, and training as per program timelines Create a culture of high performance within the department Lead performance management initiatives like identifying new KPIs and defining measurement criterion Responsible for ensuring financial goals and objectives are met or exceeded, as well as full compliance on all Iron Systems policies and procedures Assists in providing accurate, timely, and complete daily performance analyses Responsible to handle any escalations, internal or from customer, within the stipulated SLA as per company policy Review and monitor Vendor performance metrics and ensure Service Levels are always met Evaluate client project requirements to determine best practice sourcing solutions; escalate deviations for client approvals / decision making Develops deep competency knowledge of the business and supplier community to assist with sourcing recommendations Responsible for managing all stages of requisition activity using VMS technology, in-house portals, industry standards and company policy Oversees the use of VMS technology to ensure optimum, cost-effective, timely, and high-quality result Provides required mandatory oversight, training, and leadership to ensure end user community and supplier partnerships reach potential Provides consultative support to end users to clarify job responsibilities, skills, and other requirements of specific requisitions Leverage recruiting experience to review and shortlist candidate submittals from suppliers to ensure the best qualified candidates are submitted for end user review and placement Perform analysis, which includes cost savings reporting and other quality or efficiency data, to help improve operational processes Understanding of pricing models and what goes into creation of bill rates, along with candidate employment status Provides program Standard Operating Procedures (SOP) training and updates to supplier and internal team on a regular basis to ensure understanding and compliance of VMS technology use and overall program cadences Vendor Service Dispatching: Will supervise team for timely onboarding of vendors for all new programs and implement sourcing skills while engaging with vendors to source the best Field Engineers Participate as per need in the RFI/RFP process for large and mid-size deals Strategize setup for Primary and Secondary Vendors per IT Asset product SKU and IT staffing & professional service SKU Provide standard program reporting to client end users and stakeholders, including but not limited to ad hoc report requests as required

Join Our Team at iEnergizer Technical Customer Support Executive Are you enthusiastic and ready to kickstart or grow your career in technical customer service? iEnergizer is hiring motivated individuals for the role of Technical Customer Support Executive . We welcome both freshers and experienced candidates! Walk-In Interview Details: Location: iEnergizer, A-37, Sector 60, Noida (Gate No. 2, near Sector 59 Metro Station) Google Maps Location:- https://maps.app.goo.gl/MwJmDdjPtWUWiDtQ8?g_st=com.google.maps.preview.copy Timings: 10:00 AM 4:00 PM (Monday to Saturday) Steps to Apply: Complete the form : www.ienergizerbpo.com Join our WhatsApp group :- https://chat.whatsapp.com/ChpN8I1w9inHL43G5Zki0A On your resume , mention HR Anjali Thapa and meet her at Cabin H18 Reference : Add details of 3 friends (name, contact number, address) Share your token number after submitting the form Please Carry: A hard copy of your resume Your Aadhaar card (hard copy) Soft copies of all relevant documents Position Details: Role: Technical Customer Support Executive Salary: 23,500 CTC Experience: Open to freshers and experienced professionals Qualifications: B.Tech, B.Sc, BCA, MCA, M.Sc, B.E Required Skills: Strong communication and problem-solving abilities Job Responsibilities: Address and resolve customer technical issues via phone Ensure a professional and helpful interaction at all times Deliver timely solutions while maintaining customer satisfaction Shift Timings: Women: Day shifts Men: Rotational shifts Contact for Queries: HR Contact: Anjali Thapa WhatsApp: 9557011621 We look forward to seeing you there!

Job descripation: Title: Senior Executive - Customer Services, SME- Location: Gurugram Role Purpose- Responsible for serving customers across multiple channels as a single point of contact ( Email/ Voice/ Chat etc) as an OMNI-channel specialist, part of Super Premium team in customer services specializing in managing relationship of HNI / Premium/ VVIP customers. Role Accountability 1. Provide servicing to customers across channels (Email/ Voice/ Chat etc.), ensuring optimum service levels to enhance customer experience 2. Ensure minimal repeated errors on Escalations and EWS(Early Warning System) cases by working closely with Quality and training team 3. Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process 4. Ensure maintenance of TAT of resolution across sub-processes 5. Perform process documentation and compliance adherence Measures of Success 1. FRT(First Response Time) Rate 2. Real time Resolution rate 3. CSAT 4. Productivity and accuracy 5. Adherence to Process TATs 6. Zero Avoidable Escalation 7. Process Adherence as per MOU Technical Skills / Experience / Certifications 1. Experience of handling VIP/ Premium customers in service delivery

Coordinating vehicle dispatch and ensuring timely delivery and pickup Monitoring vehicle movement and tracking Handling customer calls for scheduling orders and addressing queries Planning daily routes for efficient delivery Scheduling and monitoring urgent pickups Controlling vehicle costs Following up and resolving customer escalations via email Managing vehicle arrangement and maintenance Training and developing support staff Controlling in-transit damage Coordinating with the warehouse team to address errors and cancellations Alternative order planning in case of in-transit cancellation Candidate Qualifications: The ideal candidate should possess the following qualifications: Good communication skills in English, Kannada (mandatory), and Hindi Strong problem-solving abilities Flexibility to work in different shifts Ability to coordinate with third-party business partners, drivers, and customers Excellent knowledge of logistics processes and tools Proficiency in data entry Comfortable with outbound calls Strong decision-making and coordination skills with internal teams Required Skills: The ideal candidate should have the following skills: Good communication in English & Hindi Problem-solving ability Flexibility in working for different shifts Coordination with 3rd party business partners and handling drivers and customer calls Excellent process knowledge/tools

We’re hiring a Customer Support Manager to lead and scale a new team handling . Ensure quality, train agents, manage performance, and drive operational excellence in a fast-growing customer service setup.

Support a leading digital wealth platform by handling customer queries via calls and chats. Deliver accurate info, resolve issues efficiently, and ensure a great customer experience. 5-day workweek, rotational shifts, no cab, flexible support role.

Hi, We are hiring for the Leading ITES Company for OTC Billing Lead Role. Job Description: Minimum 8+ yrs of overall experience in OTC - Billing with minimum 1 year of experience as a Lead. Processing of Billing, ERP exposure, Sales, Credit Card, Chargeback and refunds processing Account Reconciliations Passing of JVs in Client System Day to day query resolution and timely process escalations Month Closing and Meeting SLA Handling Client Calls Handling Escalation process Measuring KPIs Quality Initiatives Provided comprehensive cataloguing expertise to ensure pro-ducts were correctly listed and represented across platforms. Successfully completed projects ahead of deadline, earning recognition from managers. Responsibilities included: managing cataloguing projects; ensuring accuracy of product data; resolving customer enquiries; researching product information; creating product descriptions; streamlining processes for improved efficiency; and generating reports for management. Excellent communication Domain knowledge / Excellent skills in MS Office, especially MS Excel MS Visio (Process Maps) Customer Centricity / Effective delegation / Time management Commitment for excellence /Team handling. Key Skills: a) Minimum 8+ yrs of experience in OTC - Billing b) Minimum 1 year exp as Lead Role b) Knowledge of OTC Cycle c) Any Graduate To Apply WhatsApp 'Hi' @ 9151555419 and Follow the Steps Below: a) For Position in Chennai Search : Job Code # 408