Escalation Specialist

Responsibilities

• Handle customer escalations and high-priority complaints received through calls, emails, social media, or internal escalation channels.
• Take complete ownership of assigned cases until final resolution and closure.
• Understand the customers concern in detail and conduct a thorough case study before providing a resolution.
• Review the complete case history, including previous interactions, service visits, call records, emails, invoices, and other relevant documents.
• Coordinate with internal teams, service partners, technicians, and other stakeholders to resolve customer concerns within the defined TAT/SLA.
• Conduct RCA (Root Cause Analysis) for complex, repeated, and critical escalations.
• Identify process gaps, service failures, communication gaps, and recurring issues and highlight them to the relevant stakeholders.
• Ensure timely follow-up on pending cases and proactively track ageing cases.
• Handle customers with professionalism and empathy, especially in situations involving dissatisfaction, repeated complaints, delayed service, or unresolved issues.
• Arrange and conduct customer callbacks/conference calls wherever required.
• Provide accurate and timely updates to customers throughout the resolution process.
• Ensure all case notes, actions taken, commitments, and customer interactions are accurately documented.
• Monitor cases requiring coordination with multiple departments and ensure timely closure.
• Identify repeat escalations and take corrective action to prevent recurrence.
• Escalate critical cases to the appropriate management/stakeholders with complete case details and recommendations.
• Maintain daily/weekly reports related to escalations, ageing, closures, RCA, TAT, CSAT, and other performance metrics.
• Handle inbound and outbound calls and emails related to escalated cases.
• Ensure adherence to company policies, processes, and customer service guidelines.
• Support continuous improvement initiatives by identifying trends and providing feedback based on customer escalations.

Required Skills

• Integrity
• customer Service experience
• Customer First - Service Operations (L1-L4)
• Customer First - CEOs Office + Shared Services (L1-L4)

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