sr. customer support- Associate- escalations for cebuTech Mahindra

SR. CUSTOMER SUPPORT-ASSOCIATE
 
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.
Train and coach customer service and technical support staff on escalation procedures and customer expectations.
Qualifications
Preferably with TL or TL POC experience
At least 2 years of experience in customer service, technical support, or escalation management
At least B2 level in CEFR 
Telecommunication background is a plus
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.
Knowledge of CRM, ticketing, and reporting tools.
Experience in working with cross-functional and global teams.