Customer Escalation Specialist

About the Role

We are looking for a Customer Escalation Specialist to handle complex customer concerns, resolve escalations effectively, and ensure a positive customer experience. The ideal candidate should have excellent communication, problem-solving, and conflict-resolution skills.

Key Responsibilities

• Handle and resolve customer escalations through calls, emails, and other communication channels.
• Understand customer concerns and provide quick, accurate, and effective resolutions.
• Manage difficult or dissatisfied customers professionally and calmly.
• Coordinate with internal teams to investigate and resolve customer issues.
• Take ownership of escalated cases until complete resolution.
• Maintain accurate records of escalations, resolutions, and customer interactions.
• Identify recurring issues and share insights with relevant teams to improve processes.
• Follow up with customers to ensure satisfactory resolution and closure.
• Meet defined SLA, quality, and customer satisfaction targets.

Requirements

• 1–4 years of experience in Customer Support, Customer Success, Escalation Management, or a similar role.
• Excellent verbal and written communication skills.
• Strong negotiation, problem-solving, and conflict-management abilities.
• Ability to handle pressure and manage challenging customer situations.
• Good coordination and stakeholder-management skills.
• Strong customer-first approach with attention to detail.

Pay: ₹18,000.00 - ₹25,000.00 per month

Work Location: In person