Assistant Manager - Escalation Desk

Key Responsibilities

Customer Escalation Management

• Serve as the primary point of contact for all customer escalations related to interior design projects.
• Investigate customer concerns, identify root causes, and coordinate with relevant teams for effective resolution.
• Ensure escalations are addressed within defined SLAs and company standards.
• Maintain clear and empathetic communication with customers throughout the resolution process.

Stakeholder Coordination

• Collaborate with Design, Project Execution, Procurement, Installation, and Quality teams to resolve issues efficiently.
• Facilitate cross-functional discussions to drive quick decision-making and closure of escalated cases.
• Escalate critical matters to senior management when required.

Customer Experience Enhancement

• Monitor customer feedback and identify recurring issues impacting customer satisfaction.
• Recommend process improvements to reduce future escalations.
• Support initiatives aimed at improving overall customer experience and retention.

Reporting & Analysis

• Track escalation trends, root causes, resolution timelines, and customer satisfaction metrics.
• Prepare periodic MIS reports and dashboards for management review.
• Analyze data to identify opportunities for operational improvements.

Process Compliance

• Ensure adherence to company policies, quality standards, and customer service protocols.
• Maintain accurate documentation of all escalations and resolutions in CRM or project management systems.
• Drive continuous improvement initiatives to enhance service delivery.

Required Qualifications

• Bachelor's degree in Business Administration, Operations Management, Interior Design, or related field.
• 46 years of experience in customer escalation management, customer success, operations, or service delivery.
• Prior experience in Interior Design, Home Interiors, Real Estate, Construction, Architecture, or related industries is preferred.

Key Skills & Competencies

• Customer Complaint Resolution
• Stakeholder Management
• Conflict Resolution & Negotiation
• Root Cause Analysis
• Project Coordination
• CRM & MIS Reporting
• Strong Communication & Interpersonal Skills
• Process Improvement
• SLA Management
• Analytical and Problem-Solving Skills

Success Metrics

• Escalation Resolution TAT (Turnaround Time)
• Customer Satisfaction (CSAT/NPS)
• Reduction in Repeat Escalations
• SLA Adherence
• Customer Retention and Recovery Rate
• Quality of Resolution and Stakeholder Feedback