Own and manage Level 2/3 customer escalations received through email, social media.
Analyze root causes of escalations and collaborate with cross-functional teams (Tech, Operations, Product, Finance) to drive timely resolutions.
Maintain Turnaround Time (TAT) and quality SLAs for all escalated cases.
Deliver clear, empathetic, and professional communication to customers throughout the escalation lifecycle.
Identify recurring issues and partner with internal teams to recommend process or product improvements.
Log, track, and report escalation trends, performance metrics, and key insights to stakeholders.
Handle VIP, regulatory, and legal escalations with confidentiality, tact, and maturity.
Mentor and support junior support agents in handling sensitive and complex cases.
Collaborate with QA and Training teams to align on customer experience standards and best practices.
Develop a thorough understanding of company policies, systems, and workflows to deliver effective solutions.
Continuously identify and drive process improvement initiatives to enhance customer experience.
Key Requirements:
o Graduate in any discipline (preferred: Business, Communication, or related
fields).
o 2-5 years of experience in customer support or service, with at least 2 years of
escalation or complaint management experience.
o Excellent verbal and written communication skills in English and Hindi.
o Proven ability to handle irate or distressed customers with empathy and
professionalism.
o Hands-on experience with CRM tools such as Zendesk, Freshdesk, Salesforce,
or similar platforms.
o Strong analytical, problem-solving, and coordination skills.
o Customer-first mindset and ability to perform under pressure in a fast-paced
environment.
Job Type: Full-time
Pay: ?500,000.00 - ?900,000.00 per year
Benefits:
Health insurance
Provident Fund
Work Location: In person
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