• OLA - Associate Director - Critical Escalation Desk Jobs in Bangalore,India - 23838713

  • Ola
  • Save Job
  • 12 - 15 Years
  • Posted : 27 days ago

Job Description:

- Leading & setting up a team of Safety Response Team, Social Media Team, Escalation Desk Team with expertise in both domestic and international locations (ANZ & UK)

- Develop strategies to handle escalations and provide resolution within minimum TAT

- Will have a strong obsession for best customer experience and ability to quickly resolve escalations

- Partnering with internal stakeholders to build strategies, and campaigns, that promote best practices for Escalation & Complaint Handling Division

- Establishes relationships with different teams within Ola to make a successful Escalation Handling Team

- Work with various teams on issue resolution

- Work closely with Product/Tech teams to improve Customer experience through continuous innovation and to avoid escalations for the customer and partner

- Pilot and own new initiatives and support-driven projects to continuously improve the level of support currently being provided

- Do RCAs on all major issues reported and work with cross functional team to do RCAs and suggest fixes to avoid such instances

- Develop a systemic process to collect data and analyze the reasons of escalations and generate required reports

- Available around - the - clock as this is a very senior position in our most sensitive and critical process

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 18th Apr 2020

Key Skills:

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