Escalation Specialist (BPO/30K IN-HAND)

Job Title

Escalation Specialist (Customer Service Recovery)

Location

Koramangala, Bangalore

Job Type

Full-time

About the Role

Are you a natural problem solver who thrives under pressure and can turn a frustrated customer into a loyal advocate? We are looking for an energetic, empathetic, and results-driven Escalation Specialist to join our customer experience team.

In this role, you will own high-priority customer escalations, de-escalate challenging situations, and collaborate with internal stakeholders to deliver swift, high-quality resolutions. If you enjoy autonomy, variety, and driving service recovery in a fast-paced environment, this is a defining opportunity for you.

Key Responsibilities

Escalation Management: Handle escalated inbound calls and tickets routed via L2/Support teams, taking full ownership from initial contact to resolution.

Crisis Diffusion & Empathy: Identify root causes quickly, set clear expectations, and de-escalate high-friction customer interactions with empathy and composure.

Internal Coordination

Work closely with cross-functional stakeholders to resolve complex issues and streamline service delivery.

Documentation & Tracking

Accurately document all customer touchpoints, actions taken, and outcomes within our CRM system.

Performance & Metrics: Consistently meet and exceed key performance indicators (KPIs) focused on resolution times, customer retention, and service quality.

Process Improvement

Think outside the box to spearhead initiatives that eliminate recurring customer pain points and improve overall CX.

Requirements & Qualifications

Language Proficiency

Excellent verbal and written communication skills in both English and Hindi (Mandatory).

Problem-Solving Skills

Strong solution-oriented mindset with the ability to make fast, effective decisions under pressure.

Stakeholder Management

Confident interpersonal skills to communicate clearly with both customers and internal department heads.

Technical Aptitude

Experience working with CRM software and ticketing systems.

Personal Attributes

Patient, polite, presentable, self-motivated, and capable of working with minimal supervision.

Benefits

Competitive salary package

Opportunities for career growth and professional development

Supportive, team-oriented work environment

Interested candidates can reach out to me directly at 9214605137.

Pay

Up to ₹30,000.00 per month

Ability to commute/relocate

Koramangala, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Application Question(s)

Are you comfortable with a 30k budget?

Experience

Customer service

1 year (Required)

Work Location

In person