Handle customer escalations efficiently and professionally.

Ensure timely updates and regular follow-ups with customers until closure.

Coordinate with internal departments for resolution of customer concerns.

Maintain high standards of customer satisfaction and service recovery

Conduct detailed RCA for customer complaints and escalations.

Use analytical tools and problem-solving methodologies to identify recurring issues.

Prepare corrective and preventive action plans (CAPA).

Share insights with stakeholders for process improvement initiatives.

Drive organizational NPS objectives and customer satisfaction targets.

Analyze NPS survey responses and customer feedback trends.

Conduct detractor analysis and prepare detailed RCA reports.

Identify improvement opportunities to enhance customer experience.

Prepare daily, weekly, and monthly MIS reports related to escalations and customer feedback. ...