Customer Support Executive

Job Description Position Title: Executive - Central Escalation Desk (CED) Department: Service Delivery Location: Mumbai - Vikhroli : Head Office (HO) Job Purpose The Central Escalation Desk Executive is responsible for managing, monitoring, and resolving customer escalations received through Senior Management. The role serves as a single point of contact for critical escalations, ensuring timely communication with customers, effective coordination with branches and warehouses, and prompt resolution of issues while delivering a superior customer experience Key Result Areas (KRAs) 1. Escalation Management Handle customer escalations received from Senior Management on an end-to-end basis. Ensure all escalations are resolved within committed timelines. Maintain complete records and updates of all assigned escalations. 2. Customer Communication Contact customers promptly upon receiving escalations. Provide regular and timely updates regarding the status of complaints. Demonstrate empathy, professionalism, and ownership while handling customer concerns. Build customer confidence through effective communication and service recovery. 3. Branch Coordination Coordinate with branch teams to obtain accurate status updates on escalated cases. Follow up proactively with branches to ensure timely action and resolution. Communicate the criticality and urgency of escalations to the concerned teams. Escalate delays or service concerns to the appropriate stakeholders. Coordinate with warehouses for spare part dispatches and delivery-related requirements & prioritize accordingly. Track spare availability and delivery commitments for escalated cases. 5. Service Excellence & MIS Ensure a high level of customer satisfaction through effective issue management. Demonstrate accountability, responsiveness, and customer-centricity in all interactions. Create and maintain the associate reports. Skills & Competencies Technical Skills Customer Complaint and Escalation Management Email Communication and Documentation Salesforce Usage MS Office (Excel, Word, Outlook) Behavioral Competencies Excellent verbal communication skills Strong written communication and email drafting skills Empathy and warmth while interacting with customers Strong ownership and accountability Proactive approach towards problem-solving Good coordination and stakeholder management skills Educational Qualification Graduate in any discipline Experience Minimum 2 years of experience in Customer Service, Service Delivery, Escalation Management, Customer Support, or related functions. Experience in handling customer complaints and coordinating with multiple stakeholders will be preferred.