Customer Escalation Specialist

EQL Financial technologies · Chennai

Pagaar₹18,000–25,000mahina, jaisa likha hai

KahanChennaiTamil Nadu

TypeFull time

Posted5 Oct13 din pehle, SimplyHired se

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Customer records maintenanceRecord-keepingCustomer complaint handlingCustomer relationship buildingEmail communicationStakeholder collaborationCustomer complaint follow-up verificationPhone communicationCustomer complaint documentationStakeholder liaisonWriting skillsClient enquiry handlingProcess improvementEscalation managementInternal team coordination for query resolutionCross-departmental liaisonDe-escalation techniquesHandling dissatisfied clientsAchieving service-level targetsSLA adherenceStakeholder coordinationClient servicesIssue trackingCustomer relationship managementConflict managementProblem identificationClient communication skillsEscalation handlingInternal team coordination for issue resolutionComplaint resolution call handlingCommunication skillsClient liaisonTeam coordinationNegotiationCross-functional communicationIssue reportingClient interaction via phone callsStakeholder management

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About the Role

We are looking for a Customer Escalation Specialist to handle complex customer concerns, resolve escalations effectively, and ensure a positive customer experience. The ideal candidate should have excellent communication, problem-solving, and conflict-resolution skills.

Key Responsibilities

Handle and resolve customer escalations through calls, emails, and other communication channels.

Understand customer concerns and provide quick, accurate, and effective resolutions.

Manage difficult or dissatisfied customers professionally and calmly.

Coordinate with internal teams to investigate and resolve customer issues.

Take ownership of escalated cases until complete resolution.

Maintain accurate records of escalations, resolutions, and customer interactions.

Identify recurring issues and share insights with relevant teams to improve processes.

Follow up with customers to ensure satisfactory resolution and closure.

Meet defined SLA, quality, and customer satisfaction targets.

Requirements

1–4 years of experience in Customer Support, Customer Success, Escalation Management, or a similar role.

Excellent verbal and written communication skills.

Strong negotiation, problem-solving, and conflict-management abilities.

Ability to handle pressure and manage challenging customer situations.

Good coordination and stakeholder-management skills.

Strong customer-first approach with attention to detail.

Pay: ₹18,000.00 - ₹25,000.00 per month
Work Location: In person

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