Maintain clear and professional communication with customers during the escalation process, ensuring they are kept informed of progress and outcomes.
Conduct root cause analysis on escalated issues to identify underlying problems and prevent recurrence.Work closely with various departments (Operations & Sales) to resolve escalations and improve processes.
Prepare and present regular reports on escalation trends, resolution times, and CSAT scores to senior management.
Develop & implement strategies to measure & improve customer satisfaction (CSAT) & Net promoter (NPS) scores.
Identify opportunities for process improvements based on escalation data and customer feedback to enhance customer satisfaction.
Provide training and support to Escalation team on effective escalation management and customer satisfaction practices.
Gather and analyze customer feedback from multiple channels to identify areas for improvement.
Monitor and benchmark CSAT scores against industry standards and competitors to identify areas for improvement.
Key responsibilities
Manage and mentor the Escalation management team to ensure high performance and professional growth.
Workflow management of Escalations :
tracking the receipt, logging, and management of customer Escalations through various channels, ensuring timely and effective resolution.
Oversee thorough investigations of Escalations to understand root causes and determine appropriate solutions.
Ensure clear and professional communication with customers throughout the Escalation resolution process, keeping them informed of progress and outcomes.
Conduct regular reviews and AOA of the RCAs to identify areas for improvement.
Ensure accurate documentation of all Escalations, actions taken, and resolutions in the Escalation management tracker.
Analyze Escalation data to identify trends, common issues, and areas for improvement.
Prepare and present regular reports on Escalation trends, resolution times, and customer satisfaction levels to senior management on weekly , monthly, and Quarterly basis.
Lead the development and implementation of process improvements to reduce the occurrence of Escalations and enhance customer satisfaction.Ensure all Escalation handling activities comply with company policies, industry regulations, and legal requirements.
Ensure effective communication of CSAT & NPS results, insights, and action plans to internal teams and stakeholders to foster a customer-centric culture
Proficient in MS Office :
MS Visio, MS Excel, PowerPoint
Strong leadership and team management abilities.
Excellent verbal and written communication abilities.
Advanced problem-solving and analytical skills.
Ability to remain calm and professional under pressure.
Strong organizational skills and attention to detail.
Ability to work collaboratively with cross-functional teams.
Conscientious and responsible
A keen eye for detail and a results driven approach
Qualification:
Graduate/ Postgraduate
Experience:
Minimum of 6 years of experience in Escalation management and CSAT/NPS , with at least 3 years in a leadership role
Allianz Partners is a fast-changing company with strong growth ambitions. We care for our customers, and our caring nature extends to our employees.
We don't just hire people; we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand.
So, if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join usAs an equal opportunity employer, Allianz Partners recognizes that our strength lies in our people. We are committed to diversity and inclusivity, and everyone is welcome to apply.
More information regarding the Allianz Partners lines of business can be found at: www.allianz-Show more Show less
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