Jsw One Platforms
Escalation Specialist
Skills
2 months ago
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Important information
Contract type:
Permanent
Location:
Mumbai, Maharashtra, India
Work mode:
Onsite
Published on:
8 September 2026
What they need
Role & responsibilities
* Manage and resolve customer escalations while ensuring clear ownership.
* Meet critical SLAs and maintain strong case follow-ups.
* Identify root causes and recommend process improvements.
* Collaborate with Support, Business, and Development teams.
* Handle complex issues using effective de-escalation strategies.
* Support critical launches and events.
* Drive improvements in NPS/CSAT.
Preferred candidate profile
* 3+ years of experience in Customer Support / Customer-facing roles.
* Experience handling escalations is preferred.
* Excellent written and verbal communication skills.
* Good knowledge of MS Office, Excel, CRM, and social media platforms.
* Strong analytical, problem-solving, and decision-making skills.
* Comfortable working in rotational shifts.
* Bachelors degree in any discipline.
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