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Eco-Friendly Document Solutions Provider Highlights: 8.00 - 15.00 Years 10.00 - 15.00 INR (Lacs)/Yearly Full time Gurgaon Roles & Responsibility Key Responsibilities: - Internal Coordination: Liaise with all internal departments (Finance, Sales, Service, SCM, etc.) to resolve customer-related issues in a timely and effective manner. - Escalation Handling: - - Act as the first point of contact for escalations from any branch or department. - Ensure that all escalations are addressed promptly, logged, tracked, and resolved efficiently. - Escalate critical matters to the Managing Director and/or relevant leadership team as per the defined escalation matrix. - Single Point of Contact (SPOC): Serve as the central SPOC for all branches for any customer service or operational escalation, ensuring uniform communication and resolution practices. - Escalation Matrix Management: - - Maintain, update, and communicate the escalation matrix across the organization. - Ensure compliance with the escalation process at all times. - Customer Delight Initiatives: - - Drive initiatives to improve customer satisfaction and loyalty. - Analyze feedback, identify patterns, and collaborate with teams to address root causes of dissatisfaction. - Reporting & Insights: - - Generate regular reports on escalations, response time, resolution effectiveness, and customer feedback. - Share actionable insights and recommendations with leadership. - Stakeholder Engagement: - - Work closely with senior management to align on service standards, customer goals, and performance metrics. Requirements Key Requirements: - Bachelors degree (MBA preferred) - 10+ years of experience in customer service, operations, or cross-functional coordination roles - Proven track record in handling escalations and stakeholder management - Excellent communication and interpersonal skills - Ability to work under pressure and manage multiple priorities - Proficient in MS Office and CRM/Customer Support tools .