Customer Resolution Expert

Customer Escalation Specialist

Turn Customer Challenges into Positive Experiences!

We are looking for a Customer Escalation Specialist who can take ownership of complex customer issues, resolve escalations effectively, and ensure a smooth customer experience.

Key Responsibilities:

• Handle and resolve high-priority customer escalations through calls, emails, and other channels.
• Understand customer concerns, identify root causes, and provide effective and timely resolutions.
• Coordinate with Sales, Operations, Product, Finance, and other internal teams to resolve issues.
• Take complete ownership of escalated cases until final resolution and closure.
• Communicate professionally with customers and manage difficult conversations with confidence.
• Track escalations, maintain accurate records, and provide regular updates to stakeholders.
• Identify recurring issues and recommend process improvements to reduce future escalations.
• Monitor customer satisfaction and ensure concerns are resolved within defined TAT/SLA.
• Prepare escalation reports and share key trends and insights with management.

Requirements:

• 14 years of experience in Customer Support, Customer Success, Escalation Management, or related roles.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to handle difficult customers and high-pressure situations professionally.
• Strong coordination and stakeholder-management skills.
• Good analytical and decision-making abilities.
• Proficiency in MS Excel and CRM tools is preferred.

What We Offer:

• Competitive salary package
• Performance-based incentives
• Career growth opportunities
• Employee recognition & rewards
• Learning and development opportunities
• Supportive and collaborative work environment
• Exposure to diverse customer and business operations

Who We’re Looking For:

Someone who doesn't just handle escalations — but owns them, solves them, and turns challenging customer interactions into positive experiences.