Escalation Specialist

Experience: 2 - 3 years in handling B2C escalations

Position Summary: Customer Success Executive plays a critical role in ensuring customer satisfaction and addressing escalated issues within a B2C domain. This role requires a high level of customer service skills, problem-solving abilities, and a strong understanding of the solar industry. The Escalation Manager will be responsible for managing and resolving complex customer complaints, coordinating with internal departments, and implementing strategies to prevent future escalations. The ideal candidate will have excellent communication skills, strong leadership qualities, and a passion for delivering exceptional customer experiences.

Qualifications and Requirements:

- Bachelor's degree, related field experience in customer handling and customer escalation management.

- Exceptional problem-solving and conflict-resolution skills, with the ability to remain calm under pressure.

- Excellent communication and interpersonal skills, with the ability to build rapport and effectively communicate with customers and internal stakeholders.

- Strong organizational and time management abilities, with the capability to prioritize tasks and meet deadlines.

• Proficiency in using customer relationship management (CRM) software and other relevant tools.