Sushree Bose

Social Media Escalations @Cred

Bengaluru, IN

Taking responsibility of any and every challenge to customer experience | Dealing with escalated Tickets, social media escalations, email queries, internal escalations, etc.| Resolving any critical customer concerns | Single point of contact for any escalations and taking ownership for the same | Conversion of negative experience to a customer WOW experience | Productive and efficient managing of time | Raise issues to the concerned teams and follow up for resolutions | Proactively and continuously keep the customer and stakeholders informed about the status of the problem | High level of individual discretion to ensure customer experience and business success | Highlight the noise in the social space to the key stakeholders within the organization and ensure speedy resolutions | Build credibility with customers by empathizing with their problem in words, proactively understand their needs and respond promptly | Liaison with other teams to be informed of process updates and pass on the same to the rest of the team | Training and Mentoring the new folks who join the team |