Hiring For Senior - Escalation Executive

Role & responsibilities

The Swat Associate is the L2 solution provider for customer's at Swiggy Platform. In addition to providing remarkable customer experience, the Swat Executive is expected to resolve customer concern via call, post identifying the root cause for the issue. The key expectation from the person handling this responsibility will be to improve brand image on such escalated calls & take absolute responsibility in managing and resolving the complaint end to end.

Roles and responsibilities :-

• Responsible to take the ownership of the resolution process for all the customer issues.
• To build a strong relationship with customers and resolve the queries through calls within the assigned TAT.

Maintains high performance metrics such as quality, productivity, first contact resolution, and attendance.

Responsible for providing service support for customers on pre-order sand post order service.

• Responsible for customer satisfaction through effective handling of customer problems.
• Work requires strong analytical ability to resolve complex issues in addition to effective voice /written skills.
• Accurately document all customer issues via emails and customer support tools, adhere to the process and follow-up timely.
• Analytical thinking to study performance trends and take decision for revised goal settings, changing processes where required to mitigate root causes for the issues identified

Preferred candidate profile

1.Experience of having worked with Escalations team/L1 / L2/L3 support is a must

2. Open for relocation to Bangalore

3. Preferably a graduate with excellent written and good communication skills

4. Candidate to be open to work on different channels of communication (Voice/Chat/Emails)

5. Open to work rotational shift.