Associate – Escalations

Overview

Associate - Escalations

Job Description – Customer Escalation Executive

We are looking for a proactive and customer-focused professional to manage customer escalations, ensure timely resolution of issues, and maintain critical SLAs. The candidate will coordinate with internal and external stakeholders, analyse cases, provide escalation insights, and ensure effective communication and follow-ups. The role requires strong problem-solving, de-escalation, and decision-making skills, along with proficiency in MS Office and knowledge of social media platforms.

Experience: 1+ year in Escalation Desk or 3 years in Customer Support/Customer Success.

Qualification: Graduate/Undergraduate.

Requirements: Excellent English communication skills, good analytical abilities, MS Office proficiency, willingness to work rotational shifts, attention to detail, and a proactive attitude.JobsBigbanghr advisors

Specific Skills
• Strong written and verbal communication skills, ability to respond in grammatically correct English. • Should be Graduate / Undergraduate. • Should have minimum 1 year experience of handling escalation desk. • Proficient in using MS Office application like Excel, PowerPoint, Outlook • Good knowledge of various social media platforms • Should have understanding of case analysis •Should be willing to work rotational shifts • Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change • Exercise good judgment and independent decision-making skills • Proactive Approach
Responsible For
• Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. • Ensure Critical SLAs are met & adhered. • Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change. • Provide Escalation Insights to stakeholders • Utilizes available resources to solve complex escalations with minimal guidance or intervention • Executes de-escalation tactics and strategies with team members • Strong follow-up required on all the assigned cases.
Job Nature
Full Time
Educational Requirements
Graduate or Equivalent.
Experience Requirements
1-5 years
Job Location
Andheri
Job Level
Sr. Position