Escalation Executive

Job Description

Escalation Executive

Job Title

Escalation Executive

Department

QA

Experience

0–5 Years

Employment Type

Full-Time

Job Summary

We are looking for a customer-focused and detail-oriented Customer Support Executive to manage customer escalations, resolve complex queries, and ensure a positive customer experience. The ideal candidate should have strong communication and problem-solving skills, with the ability to communicate in or understand Filipino/Tagalog to support Filipino-speaking customers.

Roles and Responsibilities

Handle customer complaints, escalations, and complex service-related issues.

Communicate with customers professionally via phone, email, and chat.

Understand customer concerns, identify root causes, and provide timely resolutions.

Coordinate with internal teams to resolve customer issues effectively.

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

Follow escalation procedures and ensure timely follow-up until closure.

Monitor recurring customer issues and recommend process improvements.

Maintain high standards of customer satisfaction and service quality.

Qualifications and Skills

Bachelor's degree in any relevant field; freshers may apply.

0–5 years of experience in customer support, customer service, complaint handling, or escalation management.

Filipino/Tagalog language proficiency is preferred. Candidates who can understand Filipino/Tagalog and communicate effectively in English may also be considered.

Good English communication skills, both verbal and written.

Strong problem-solving, listening, and conflict-resolution skills.

Ability to handle difficult customer conversations calmly and professionally.

Basic computer skills and familiarity with CRM or ticketing tools are an advantage.

Strong attention to detail and ability to work in a fast-paced environment.

Preferred Candidate Profile

Experience handling customer complaints and escalations.

Ability to communicate with Filipino-speaking customers or understand Filipino/Tagalog conversations.

Customer-oriented, patient, empathetic, and solution-focused.

Willingness to learn internal processes and escalation-handling procedures.

Pay

₹360,000.00 - ₹540,000.00 per year

Work Location

In person