Profile- Escalation Specialist
About the job
About Us
ACKO is India’s first and only fully-digital Insurtech (product) company to have taken insurance by storm. You might have seen our cool ads or are already a customer and we hope you have noticed how we are rewriting the rules of the insurance game constantly and persistently.
Based out of Bangalore, we are solving for the Indian market. But we are a part of a global wave of insurtech startups such as ZhongAn in China , Oscar, Lemonade, Metromile in the US, that are known to succeed owing to their business models and technology.
We are a unicorn backed by a slate of marquee investors like Binny Bansal, Amazon, Ascent capital, Accel, SAIF, Catamaran, General Atlantic and Multiples. In only four years since our inception and operations, our products have reached ~75M unique users. We have partnered with some of the biggest names of the digital ecosystem such as Amazon, Ola, RedBus, Oyo, Lendingkart, ZestMoney, GOMMT group etc.
At ACKO, job roles are focused at impact and we’re here to transform the way the industry operates. Innovation drives us and our products, and we are poised to disrupt insurance, powered by our pioneering products. We have changed the landscape of this age old sector in a growing economy like India and have miles to go from here.
After having crossed the $1B valuation mark, our eyes set on even bigger milestones. If you think we’re just about growth and numbers, employee wellbeing lies at the core of all our programs and policies. We are a regular ‘Great Place to Work’ winner and consistently feature on Linkedin’s list of top startups. Currently 1000 strong, we are hiring across all functions.
Job Description
Performs outbound support for escalated customers via phone and email to de-escalate and
manage challenging situations and circumstances
Responsible for seeing escalations and resolutions through from start to finish and
appropriately documenting feedback and outreach
Works with customers to resolve any difficulties or complaints by offering exceptional
customer-focused solutions and demonstrating an elevated level of attention, care, and
follow through
Stays in contact and follows up consistently to ensure quick resolution but also to establish
trust and repair our relationship with the customer
Reviews customer communications such as calls, emails, and chats and makes sure internal
notes are up to date and contain adequate detail
Works with other internal teams as necessary to assist with ensuring actionable feedback is
properly addressed
Comfortable communicating with others within the organization in a prompt and
professional manner and providing front-line perspectives on key issues
Is detail oriented, thorough, and thinks critically and creatively to resolve customer issues
and provides and passes along feedback to the team about the customer experience. Is
accountable and consistent, documents in detail and represents Resident in a professional
manner
Flexibility and willingness grow by building on existing knowledge and consistently striving
for excellence
Ability to consistently meet SLAs and performance goals for metrics and KPIs
Ability to bring an upbeat, professional and respectful approach to every customer and co-
worker each day
Requirements:
1+ Years’ experience as a Customer Service Agent working specifically with escalations,
Required
Excellent written and spoken English
Strong conflict resolution and de-escalation skills
Ability to recognize, empathize and understand escalated customer sentiment
Strong written communication skills and ability to recall and coherently summarize complex
issues and situations
Experience handling a high volume of customer escalations
Highly detail oriented and thorough with excellent documentation skills and sense of
personal accountability
Ability to think critically and creatively to resolve customer concerns
Ability to troubleshoot and problem solve on your own
Comfortable and familiar with working from home and being a self-starter