Call Center Escalation Representative

Company Description

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.

Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Job Description

As an Emergency Retention Specialist, your responsibility is to provide immediate support and swift resolution to urgent issues affecting customer accounts, thus protecting customer relationships in collaboration with the clients’ internal teams. You will work directly with customers to resolve critical errors, present offers, and provide recommendations for account optimization, while also encouraging the use and adoption of online tools. This white glove service role requires excellent customer service skills and the ability to establish strong internal partnerships.

Schedule: Day Shift : 8 AM-5 PM or 10 AM -7 PM

Work Location: Onsite

Responsibilities

Conduct outbound customer outreach (manual and campaign-based) to provide

updates, present offers, identify opportunities, and reinforce value.

Rapidly respond to and resolve escalated issues, protect and establish

collaborative relationships with support teams, while consistently demonstrating

professionalism and emotional intelligence.

Turn negative/neutral experiences into positive interactions.

Serve as a brand ambassador and advocate for your customers; highlight all clients’ products and services.

Minimize disruptions, maintain system availability, and ensure the continued

functionality of services.

Turn customer contacts into a sale or a save opportunity with a premium

experience.

Proactively triage high-risk accounts, flag early signs of churn, and

collaborate across departments to mitigate risk.

Provide technical or account assistance in collaboration with Sales and Support

teams.

Document customer interactions thoroughly using CRM tools to ensure alignment

and visibility.

Demonstrate knowledge of and adherence to telemarketing laws.

Requirements:

Ability to convey information accurately and efficiently to both internal team

members and external stakeholders, both verbally and in writing.

Adaptive to changing situations in a competitive market.

Ability to overcome objections while demonstrating genuine empathy.

Genuine interest in people and a desire to help and build relationships with

customers.

White Glove Customer Service: 2+ years

Customer Service, Account Management, or Customer Success: 2 + years

Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM),

and tools like Microsoft Office

Experience working in Loyalty/Retention programs with a high understanding and

performance with loyalty tools such as Compass & Mysolutions

Strong analytical skills and attention to detail; ability to recognize patterns and

trends in customer behavior.

Preferred Qualifications:

Previous experience working in a Secure Workspace (SWS) type environment or

white room (no pen, paper, mobile or electronic devices, etc.): 1+ years

Experience troubleshooting hardware, software, applications, network, and device

issues

Qualifications

Qualifications: High school diploma