Customer Support & Escalations Specialist

About the Role

We are looking for a customer-focused and proactive Customer Support & Escalations Specialist to join our team.

In this role, you will be responsible for handling customer queries, resolving issues, and taking ownership of escalated and high-priority customer concerns. You will work closely with internal teams to ensure issues are resolved quickly and customers receive a positive experience.

Freshers are welcome to apply. We are looking for candidates with strong communication skills, a problem-solving mindset, and a willingness to learn.

Key Responsibilities

• Handle customer queries through phone, email, chat, or other support channels.
• Take ownership of escalated and high-priority customer issues.
• Understand customer concerns and identify appropriate solutions.
• Coordinate with internal teams to resolve complex or escalated issues.
• Follow up on open issues until they are completely resolved.
• Communicate clearly and professionally with customers.
• Handle dissatisfied or frustrated customers with patience and empathy.
• Maintain accurate records of customer interactions and escalations.
• Prioritize cases based on urgency and customer impact.
• Identify recurring customer issues and share feedback with the relevant teams.
• Escalate critical issues to the appropriate manager or department when required.
• Contribute to improving customer support processes and overall customer experience.

Requirements

• Freshers are welcome to apply.
• 1–3 years of customer support/customer service experience is an advantage but not mandatory.
• Excellent verbal and written communication skills.
• Strong problem-solving and interpersonal skills.
• Ability to remain calm and professional while handling difficult customer situations.
• Good listening and comprehension skills.
• Strong sense of ownership and responsibility.
• Ability to work effectively with different teams.
• Willingness to learn and adapt in a fast-paced environment.
• Basic computer skills and familiarity with email/chat applications.

Work Location: In person