The Role
Own customer escalations from intake through resolution by investigating case histories, coordinating internal teams and service partners, conducting root cause analysis, following up on aging cases, communicating with customers, documenting actions, and tracking escalation metrics including TAT, SLA, closures, RCA, and CSAT. Identify recurring issues and process gaps, escalate critical cases, and support continuous improvement initiatives.
Summary Generated by Built In
Handle customer escalations and high-priority complaints received through calls, emails, social media, or internal escalation channels.
Take complete ownership of assigned cases until final resolution and closure.
Understand the customer's concern in detail and conduct a thorough case study before providing a resolution.
Review the complete case history, including previous interactions, service visits, call records, emails, invoices, and other relevant documents.
Coordinate with internal teams, service partners, technicians, and other stakeholders to resolve customer concerns within the defined TAT/SLA.
Conduct RCA (Root Cause Analysis) for complex, repeated, and critical escalations.
Identify process gaps, service failures, communication gaps, and recurring issues and highlight them to the relevant stakeholders.
Ensure timely follow-up on pending cases and proactively track ageing cases.
Handle customers with professionalism and empathy, especially in situations involving dissatisfaction, repeated complaints, delayed service, or unresolved issues.
Arrange and conduct customer callbacks/conference calls wherever required.
Provide accurate and timely updates to customers throughout the resolution process.
Ensure all case notes, actions taken, commitments, and customer interactions are accurately documented.
Monitor cases requiring coordination with multiple departments and ensure timely closure.
Identify repeat escalations and take corrective action to prevent recurrence.
Escalate critical cases to the appropriate management/stakeholders with complete case details and recommendations.
Maintain daily/weekly reports related to escalations, ageing, closures, RCA, TAT, CSAT, and other performance metrics.
Handle inbound and outbound calls and emails related to escalated cases.
Ensure adherence to company policies, processes, and customer service guidelines.
Support continuous improvement initiatives by identifying trends and providing feedback based on customer escalations.
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Onsitego is an India-based device-care and after-sales services company for personal electronics, gadgets, and home appliances. It provides extended warranties, damage protection, annual maintenance contracts, and on-demand repair and maintenance services. Through partnerships with retailers, service centers, engineers, and enterprise customers, Onsitego aims to simplify post-purchase ownership and deliver cashless, reliable customer support across a broad range of devices across India.
