Escalation Specialist

Escalation Specialist

Location

Bengaluru

Employment Type

Full-time

Experience

1 to 2 years

Job Summary

We are looking for an enthusiastic and customer-focused Escalation Specialist to manage complex customer concerns and escalated cases. The role involves understanding customer needs, resolving issues quickly and effectively, coordinating with internal departments, and ensuring a high-quality customer experience.

The ideal candidate should demonstrate strong communication, empathy, ownership, problem-solving, stakeholder management, and decision-making skills while working in a fast-paced escalation environment.

Key Responsibilities

Handle inbound calls and customer tickets received through the Inbound/L2 team.

Quickly understand customer concerns and identify the appropriate resolution.

Manage customer escalations and critical situations according to established protocols.

Provide exceptional customer service with empathy, patience, and ownership.

Establish clear expectations with customers and communicate resolutions effectively.

Investigate customer issues and contribute to quick and effective problem resolution.

Coordinate with internal teams and stakeholders to resolve escalated cases.

Maintain regular and effective customer follow-ups until resolution.

Accurately document customer interactions, actions taken, and resolutions in the CRM/software.

Ensure compliance with standard policies, processes, and procedures.

Consistently meet assigned KPIs and service targets.

Handle difficult customers and high-pressure situations professionally.

Maintain strong relationships between customers and internal departments.

Identify recurring issues and contribute ideas to improve the overall customer experience.

Take ownership of cases from escalation through resolution.

Demonstrate effective multitasking and decision-making in a fast-paced environment.

Requirements

Experience in Customer Support, Customer Service, Escalation Management, L2 Support, or a related role.

Good knowledge and understanding of the product and customer-support process.

Excellent verbal and written communication skills.

English and Hindi communication skills are mandatory.

Strong customer-handling and stakeholder-management skills.

Ability to handle pressure and work effectively during peak volumes.

Ability to work independently with minimum supervision.

Strong problem-solving and decision-making abilities.

Customer-focused approach with strong service-recovery and ownership skills.

Patient, polite, professional, and presentable.

Comfortable working in a fast-paced escalation environment.

Key Skills

Escalation Management | L2 Support | Customer Service | Customer Experience | Complaint Handling | Inbound Calls | Ticket Management | CRM | Service Recovery | Stakeholder Management | Problem Solving | Conflict Resolution | Customer Retention | KPI Management | Communication Skills | Multitasking

Pay

₹28,000.00 - ₹30,000.00 per month

Work Location

In person