Hiring: Escalation Manager

AXIS OVERSEAS CAREERS LLP · Kochi

Senior

Pay₹25,000–55,000a month, as listed

WhereKochiKerala

TypeFull time

Posted11 NovYesterday, via SimplyHired

Kaam checked

No fee, deposit or pay-to-apply signs

Good spoken and written English expected

Walk-in interview

Day work

No vehicle or licence needed

Skills they list41 named

Customer follow-upsCustomer communicationCustomer complaint handlingCustomer relationship buildingOperations coordinationSpreadsheetsCustomer complaint documentationWriting skillsProviding information to customersEscalation managementInternal team coordination for query resolutionCross-departmental liaisonHandling dissatisfied clientsWorkload prioritisationBusiness etiquetteAchieving service-level targetsSLA adherenceBachelor's degreeStakeholder coordinationTask prioritisationDecision makingClient servicesIssue trackingCustomer relationship managementConflict managementService level managementCustomer service report generationClient communication managementProblem identificationClient status updatesManagement reportingClient communication skillsEscalation handlingInternal team coordination for issue resolutionCommunication skillsClient liaisonSLA monitoringTeam coordinationCross-functional communicationIssue reportingService level agreement management

About this job

Hiring Now: Escalation Manager
Location: Vyttila, Kochi, Kerala
Job Type: Full-Time
Experience: 1–3 Years Preferred
Joining: Immediate
Vacancies: Immediate Requirement

Job Description

We are looking for a proactive, responsible, and customer-focused Escalation Manager to join our team at Vyttila, Kochi.

The ideal candidate should have excellent communication, problem-solving, customer relationship management, and coordination skills. The candidate will be responsible for handling customer escalations, resolving critical issues, coordinating with internal departments, and ensuring customer satisfaction.

Key Responsibilities

Handle and resolve high-priority customer complaints and escalations.

Ensure timely resolution of customer issues within defined SLAs.

Coordinate with internal departments to resolve critical concerns.

Communicate professionally with customers and provide regular updates.

Monitor pending escalations and ensure proper follow-up.

Identify recurring issues and recommend corrective actions.

Maintain escalation records and prepare daily, weekly, and monthly reports.

Ensure high standards of customer service and satisfaction.

Required Skills

Excellent verbal and written communication skills.

Strong customer handling and conflict resolution abilities.

Good interpersonal and team coordination skills.

Strong decision-making and problem-solving abilities.

Ability to handle pressure and manage multiple priorities.

Basic knowledge of MS Excel and reporting.

Professional attitude with a customer-first approach.

Eligibility Criteria

Bachelor's degree in any discipline.

1–3 years of experience in customer support, operations, or escalation management preferred.

Experience handling customer complaints and critical issues will be an advantage.

Freshers with excellent communication and coordination skills may also apply.

Job Highlights

Immediate joining opportunity.

Full-time position.

Professional working environment.

Opportunity to take ownership of customer service operations.

How to Apply

Candidates who are available to join immediately and have strong communication and customer-handling skills are encouraged to apply.

Location: Vyttila, Kochi, Kerala

Apply Now! Become a part of our team and contribute to delivering excellent customer experiences.

Pay: ₹25,000.00 - ₹55,000.00 per month

Benefits

Cell phone reimbursement

Flexible schedule

Internet reimbursement

Work Location: Hybrid remote in Kochi, Kerala

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