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Escalation Voice Process (Upto 28k)
Careerbloc · Bangalore, Karnataka, India
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About the Opportunity A fast-scaling customer experience solutions provider operating across India, we partner with global brands to deliver high-impact voice-based support and escalation resolution services. Our team thrives in dynamic, process-driven environments where clear communication, empathy, and problem-solving drive customer loyalty and operational excellence. We’re building a culture of accountability, growth, and real-time impact—for customers and our people. Role & Responsibilities
- Handle high-priority customer escalations via voice channels with professionalism, empathy, and resolution focus.
- Adhere strictly to SLAs, escalation matrices, and process workflows to ensure timely and accurate case resolution.
- Document every escalation interaction clearly in CRM tools, ensuring audit readiness and handover clarity.
- Collaborate with cross-functional teams—including ops, QA, and support—to resolve systemic issues and reduce repeat escalations.
- Provide real-time feedback on common pain points to improve service delivery and customer journey design.
- Meet and exceed daily KPIs including First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT). Skills & Qualifications Must-Have
- Clear普通话/English fluency (verbal & written) with professional communication tone
- Experience in voice-based customer support or escalation handling
- Proficiency in CRM platforms (e.g., Salesforce, Zendesk, Freshdesk)
- Strong listening & active problem-solving under pressure
- Comfort with shift work and adherence to strict compliance protocols
- Basic MS Office (Excel, Word) for reporting & documentation Preferred
- Experience in BPO/KPO or enterprise customer service environments
- Familiarity with quality assurance processes or audit-ready documentation
- Basic understanding of service level agreements (SLAs) and performance KPIs Benefits & Culture Highlights
- Competitive salary up to ₹28,000/month + performance-based incentives
- Structured career path with upskilling programs in customer experience & leadership
- On-site workplace with modern infrastructure, team lunches, and recognition programs