Sr.Resolution Specialists

Group Bayport

Website: groupbayport.com
Job details:
About The Company

Group Bayport is a rapidly growing global e-Commerce, B2B2C, B2B and B2C organization and an industry leader in print technology, operates in the United States, Canada, Australia, New Zealand, UK, and India through its family of brands – Banner Buzz, Covers & All, Vivyx Printing, Circle One, Giant Media, and Neon Earth. From full suites of trade show and small business marketing solutions to sophisticated outdoor living covers, signages and shades to eclectic personal accents and home decor, we help our customers, clients, and partners to make a personalized statement through

customization.

While our advanced technology and customer focus are certainly our salient attributes, our true strength comes from our team of 1800+ people. We are seeking exceptional talent across the board to join us in our exciting growth journey.

For More About Group Bayport, Please Visit

Website: https://groupbayport.com/about-us/

LinkedIn: https://www.linkedin.com/company/groupbayport/mycompany/

Designation – Sr. Resolution Specialist

Location - Ahmedabad

About The Role

The Escalation Specialist is responsible for handling high-priority, complex, and sensitive customer escalations that cannot be resolved at the frontline level. The role ensures first-time resolution, customer retention, SLA adherence, and risk mitigation, while working closely with internal stakeholders such as Operations, Quality, Design, Production, and Logistics.

Key Responsibilities

• Escalation Handling
  
  

Manage Level 2 / Level 3 customer escalations via calls, chats, and emails

Resolve cases related to delivery delays, order issues, refunds, reships, cancellations, complaints, and DSAT feedback

Take complete ownership of assigned escalations until final resolution

• Customer Retention & Experience
  
  

Apply advanced objection handling and retention strategies

Prevent chargebacks, disputes, and negative reviews

Deliver empathetic, solution-oriented communication to high-value and dissatisfied customers

• Cross-Functional Coordination
  
  

Collaborate with Design, Production, Logistics, Finance, Quality, and Tech teams

Raise and track parent–child tickets in CRM or ticketing tools

Ensure follow-ups within SLA timelines

• Root Cause Analysis & Process Improvement
  
  

Identify recurring issues and process gaps

Share insights to help reduce repeat escalations and customer touchpoints

Support SOP updates, audits, and training inputs

• Documentation & Reporting
  
  

Maintain accurate case notes and escalation summaries

Prepare Daily/weekly Reports On

Escalation volume

Resolution TAT

DSAT drivers

Retention success

• Compliance & Quality
  
  

Adhere to company policies, compliance guidelines, and data security standards

Ensure high Quality Scores, CSAT/NPS targets, and audit readiness

Skills & Competencies

Strong problem-solving and decision-making skills

Excellent verbal and written communication

High emotional intelligence and customer empathy

Ability to work under pressure and tight SLAs

Stakeholder management and negotiation skills Click on Apply to know more.