Escalation Support Telecom

About the role

The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team. Acknowledge client cases as per the SLA s defined in the contract

What you'll do

• Follow standard processes and procedures to track and prioritize all client cases
• Maintain and timely update internal tool for agents to speed up response time
• Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution
• Ensure all client information, disclosures and regulatory changes are given to agents and QA s on a regular basis
• Monitor compliance with service agreements to avoid legal challenges

What you need

• 3–5 yrs of experience
• Telecom
• Customer service
• Escalation handling
• Any graduate