Job Title: Senior MIS & Customer Escalation Specialist
Location: Work from Office – Bangalore
Employment Type: Full-Time Consultant
Reports To: Vice President – Sales
Experience: 1–4 years
Salary: ₹35,000 – ₹50,000 per month
Role Summary
- Own and resolve customer escalations from enterprise clients within defined SLA timelines.
- Act as the primary bridge between customers, Product, Engineering, Customer Success, and Implementation teams.
- Analyze customer issues, identify root causes, and ensure permanent resolution.
- Create and maintain MIS reports, dashboards, and executive summaries using Microsoft Excel.
- Develop Pivot Tables, Pivot Charts, dashboards, and data analysis reports to monitor support performance and escalation trends.
Key Responsibilities
- Track customer satisfaction, resolution timelines, and recurring issues, recommending process improvement.
- Maintain escalation logs, documentation, and knowledge base articles.
- Monitor key support metrics such as response time, resolution time, SLA adherence, and customer feedback.
- Conduct periodic reviews with internal stakeholders to improve customer experience.
Required Skills
- Advanced Microsoft Excel (Pivot Tables, Power Query, VLOOKUP/XLOOKUP, Dashboards).
- Strong analytical and problem-solving skills.
- Good understanding of CRM systems and data management.
- Excellent attention to detail and accuracy.
- Strong communication and coordination skills.
- Ability to work independently and meet reporting deadlines.
Qualifications
- Bachelor’s degree in Commerce, Business Administration, Computer Applications, Engineering, Statistics, or a related field.
- 1–4 years of experience in MIS, Business Analytics, or Reporting.
Preferred Experience
- Experience in SaaS, FinTech, HRTech, or Enterprise Software companies.
- Exposure to SQL or database querying is an added advantage.
Pay: ₹35,000.00 - ₹50,000.00 per month
Application Question(s):
- Do you have hands-on experience with Advanced Microsoft Excel (Pivot Tables, XLOOKUP/VLOOKUP, Power Query, Dashboards)?
- Do you have experience creating MIS reports and dashboards?
- Have you handled customer escalations and ensured resolution within SLA timelines?
- Do you have experience using CRM systems (e.g., Salesforce, Zoho, Freshdesk, HubSpot)?
Location:
- Indiranagar, Bengaluru, Karnataka (Required)
Work Location: In person
