cse - escalation expert - (property tax) shift night shift experience 1-2 years of experience in relevant field (voice process in ites) experience in escalation helpdesk is added advantage. qualification any graduate with excellent communication skills skills required establish correct expectations, enforce relief and resolve through effective communication. analyze and monitor customer problem reports (pr s). review and identify root cause for all escalated service requests and use this information to improve continuously within service delivery teams. focus on problem avoidance in escalation process. roles & responsibilities linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task initiating hierarchical escalation process as per the incident management process, including senior authori
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