• Customer Escalation Mgr Jobs in Bangalore,India - 23819838

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  • 5 - 8 Years
  • Posted : above 1 month

Job Description:

Location Bangalore, IN, 560-052

Company Aspect Software Inc

Aspect employs a team of passionate individuals who are changing the face of customer engagement Over our 40-year history we have empowered employees by creating an inspired community that values customer obsession, unlocked communications and relentless innovation Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence

GENERAL SCOPE & SUMMARY High-level escalation management role responsible for understanding and documenting all aspects of customers escalation concerns, identifying action plan(s) to address the concern(s), work cross functionally ensuring ownership and facilitate internal/external communication throughout the escalation lifecycle

This person is empowered with authority and is expected to relentlessly drive resolution, improve customer satisfaction, and identify necessary improvements back to the business that prevent future escalations

Strategically focused and responsible for customer satisfaction, maintaining customer communication, and the overall management of the escalation

PRIMARY ROLE & RESPONSIBILITIES Manages/oversee executive level critical escalations for high visibility accounts and systemic conditions Focus is on customer satisfaction and retention, comprehensive problem isolation and urgency of execution as well as executive level leadership and communications
Ensures complete plan is developed and tracked, identifying Problem(s), Actions and Root Cause delivery using escalation management processes and tool(s)
Possesses executive level authority to obtain, orchestrate and hold accountable all appropriate cross-functional Aspect resources required to effect timely resolution of customers issues Ensures that all resources are working effectively as a collaborative team and meeting commitments
Ensures timely communications to all levels - internal and external Collaborates with Account Executive or Customer Success Manager in managing all customer Executive communications Ensures that Aspect executives are appropriately apprised of conditions; as needed
Ensures Aspect, captures, categorizes, accurately records, and internally communicates, post issue resolution of the customer issue(s)


SPECIALIZED KNOWLEDGE & SKILLS Impressive executive presence and communication skills, both verbal and written
Outstanding Leadership skills; ability to manage complex conditions and drive accountability at all levels - above and below
A communicator who is candid and can express themselves in a clear, concise, and empathetic manner
Leadership and experience in Project and/or Program Management concepts
Excellent analytical and problem-solving skills
Strong time management skills and the ability to multitask
Passionate about the success of Aspect and our customers
Experience working with cross-functional teams (eg Sales, Products, Marketing, Engineering, Services)
Knowledge and experience with Aspect Product Portfolios and customer service practices
Highly organized and proficient in Microsoft Office Suite
Prefer experience with Customer Relationship Management (CRM) software such as Salesforce

JOB REQUIREMENTS 5 years of experience with exposure to multiple disciplines in Support, Sales, Account Management, Program Management and Marketing Prefer experience with Customer Relationship Management (CRM) software such as Salesforce


Aspect is an equal opportunity/affirmative action employer with a strong commitment to diversity In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 14th Apr 2020

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