Escalation Specialist

Job Description For Escalation Advisor

About Group Bayport

Group Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization that has re-defined the business of delivering high-quality custom products through a unique blend of cutting-edge digital technologies, robust manufacturing capabilities and global supply chain. An industry leader in print technology, Group Bayport operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands – BannerBuzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through customization.

While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1450+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.

For more about Group Bayport, please visit

Website: https://groupbayport.com/about-us/

LinkedIn: https://www.linkedin.com/company/groupbayport/mycompany/

About The Role

As an Escalation Specialist, you will be handling the most challenging customer issues including shipping complaints, billing issues, etc. You will diffuse difficult situations through active listening, patience, and empathy and will resolve complex cases through research and collaboration.

Designation – Escalation Advisor

Location – Gurugram (Haryana) / Ahmedabad (Gujarat), India.

Job Responsibilities

• Handle customer escalations via phone, chat & email and drive each issue toward resolution in a manner that supports customer satisfaction & customer retention
• Prevents additional escalations with a “one and done” philosophy, effectively eliminating the need for future repeat interactions on the same issue
• Ensure 12 hr. or less email response rates
• Work cross-functionally as needed to obtain resolution & customer satisfaction
• Report process issues, identify trends, recommend improvements
• Handle direct contacts from high value, VIP customers
  
  

• Proven experience effectively assisting customers in contact centre
• Advanced conflict resolution capabilities
• Must be detail oriented, extremely organized, and possess strong communication, presentation, and excellent customer and internal relationship management skills
• 24/7/365 availability preferably during night hours, including willingness to work on weekends and outside of the “standard” workday
• Knowledge over design & printing desirable
• Strong analytical thinking and problem-solving skills
• Ability to demonstrate learning and decision-making skills
• Fosters a positive team environment and collaboration within and across sites.
• Approachable, cooperative, professional, and a team player
• Demonstrates appropriate sense of urgency and adaptability in response to changing business needs
  
  

• 2+ years of experience in high-touch escalation specialist role (contact center) required.
• Experience in design & printing is a plus
• Working knowledge of customer service software, databases and tools.