Back Office & Escalations Assistant- Contact Center

To manage and follow through escalated customer complaints to resolution, ensure compliance with operational standards, and support service quality improvement through effective follow-up, accurate reporting, and coordinated engagement with internal teams, ultimately enhancing the overall customer experience.

Drives measurable improvements in service delivery by reducing complaint resolution times, improving turnaround on pending issues, and enhancing coordination between teams. Contributes to better service performance and increased customer satisfaction through effective tracking, follow-up, and data-driven insights

•Minimum of 3 years’ experience in outbound/customer service operations

•Bachelor’s degree in a business-related discipline

•Strong communication and interpersonal skills

•Customer-focused with the ability to handle escalations and resolve complex issues

•Results-driven with strong follow-through and attention to detail

•Analytical skills with the ability to interpret customer feedback and performance data

•Adaptable and able to work in a fast-paced environment

•Good understanding of business operations and service processes

Customer Complaint Management & Resolution

• Manage escalated customer complaints through inbound and outbound engagement, ensuring timely and satisfactory resolution

•Accurately log and track all complaints using designated systems

•Proactively follow up on escalations to ensure closure within defined timelines

•Escalate critical or high-risk issues promptly for resolution

•Directly engages with customers to resolve issues and improve satisfaction

Monitoring & Operational Follow-Up

•Track and follow up on pending connections, technical and non-technical exceptions

•Ensure adherence to outage communication protocols, including proactive customer notifications

•Manage SMS and outbound communication for service updates and alerts

Customer Experience & Feedback

•Conduct in-house customer satisfaction surveys to gather insights on service delivery

•Analyze feedback to identify service gaps and recommend improvements

•Educate customers on UEDCL products and services to enhance awareness and uptake

Reporting & Performance Tracking

•Generate and share reports on escalated complaints, service performance, and resolution trends

•Provide insights to support operational monitoring and continuous improvement

•Maintain accurate records for accountability and performance tracking

Collaboration & Continuous Improvement

•Work closely with cross-functional teams (technical, dispatch, field teams) to resolve customer issues

•Support identification of process inefficiencies and recommend improvements

•Promote knowledge sharing to enhance service consistency and team effectiveness