senior Customer support- start asap | cebu siteTech Mahindra

SR. CUSTOMER SUPPORT - Start ASAP | Cebu Site
 
Job Description
Answer inbound call or chat/email/sms within the service level requirement
Monitor and track escalated customer issues and ensure timely resolution and communication.
Ensure callbacks are made real-time and as promised
Coordinate and collaborate with internal and external stakeholders to identify root causes, action plans, and preventive measures.
Provide regular updates and feedback to senior management and customers on the status and progress of escalated issues.
Analyze and report on escalation trends, patterns, and metrics.
Develop and implement best practices and processes for escalation management.
Qualifications
At least 1 year of experience in handling claims, fraud, investigations, or disputes preferred.
At least B2-C1 level in CEFR (C1 preferred)
Excellent communication skills. Can articulate and express thoughts clearly both verbal and written communication. 
Excellent problem-solving, and interpersonal skills. 
Ability to work under pressure and handle multiple tasks and priorities.
Strong customer orientation and advocacy.