Job Description

VFS - Refunds

Blended process - 70% email and 30% calls

Shifts - 24/7

Location - WFO

Communication - excellent

Graduate with minimum 2 years of experience into customer service / escalation.

ESCALATION EXCECUTIVE*

Summary:*

The Level 2 Escalation Executive is responsible for managing complex customer issues escalated beyond frontline support. This role involves direct communication with customers, diagnosing technical or service-related problems, and coordinating with cross-functional teams to ensure timely and effective resolution.

Key Responsibilities:

Handle and resolve Level 2 escalation calls with professionalism and urgency.
Analyze root causes and implement immediate and long-term solutions.
Act as a liaison between customers and internal departments (e.g., engineering, product).
Maintain clear and proactive communication with stakeholders throughout the escalation process.
Skills Required:*

Strong problem-solving and decision-making abilities
Excellent communication and conflict resolution skills
Technical proficiency relevant to the product or service
Experience in customer-facing roles.
Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?34,000.00 per month

Work Location: In person