Job Description

Key Responsibilities:

Own and manage Level 2/3 customer escalations received via email, social media, or call center Analyze root causes and coordinate with cross-functional teams (Tech, Ops, Product, Finance) for swift resolution Maintain TAT and quality SLAs for escalated tickets Provide clear, empathetic, and professional communication to customers throughout the resolution process Identify recurring issues and work with internal teams to propose process or product improvements Log, track, and report escalation trends and performance metrics to stakeholders Support training and mentoring of junior support agents on handling sensitive cases Work closely with QA and Training teams to align on customer experience standards Handle VIP, regulatory, and legal escalations with confidentiality and maturity Key

Requirements:

Graduate in any discipline; preferred: specialization in business, communication, or related f ields 2-5 years of experience in customer support with at least 1-2 years handling escalations or complaints Strong verbal and written communication skills in English (regional language proficiency is a plus) Ability to handle irate customers with calm and professionalism Exposure to tools like Zendesk, Freshdesk, Salesforce, or any CRM Analytical mindset with strong problem-solving skills Willingness to work in a fast-paced, customer-first environment Flexibility to work in rotational shifts (if applicable)
Job Types: Full-time, Permanent

Pay: ?300,000.00 - ?500,000.00 per year

Benefits:

Health insurance Leave encashment Life insurance Paid sick time Paid time off * Provident Fund