Escalation Specialist- Voice Process

Role & Responsibilities

Handle inbound calls and customer tickets escalated to the L2 team.

Understand customer concerns and provide quick, effective resolutions.

Handle difficult and escalated customer interactions with empathy, patience and ownership.

Coordinate with internal stakeholders to resolve customer issues.

Maintain accurate records of customer interactions in CRM.

Follow company policies, processes and escalation protocols.

Ensure timely customer follow-ups and support customer retention.

Meet defined KPIs and service-quality targets.

Identify opportunities to improve customer experience.

Take quick, solution-oriented decisions while handling multiple cases.

Preferred Candidate Profile

Experience in Customer Support / Customer Service Voice Process, preferably in an escalation/L2 role.

Excellent verbal and written communication skills.

English, Hindi and Kannada are mandatory.

Good knowledge of customer support processes and CRM tools.

Strong problem-solving and stakeholder-management skills.

Ability to handle pressure, difficult customers and peak workloads.

Patient, polite, presentable and confident.

Self-motivated with a customer-focused and service-recovery approach.