Escalation Specialist

About the role

Handle customer escalations and high-priority complaints received through calls, emails, social media, or internal escalation channels. Take complete ownership of assigned cases until final resolution and closure . Understand the customer's concern in detail and conduct a thorough case study before providing a resolution.

What you'll do

• Handle customer escalations and high-priority complaints received through calls, emails, social media, or internal escalation channels
• Take complete ownership of assigned cases until final resolution and closure
• Review the complete case history, including previous interactions, service visits, call records, emails, invoices, and other relevant documents
• Coordinate with internal teams, service partners, technicians, and other stakeholders to resolve customer concerns within the defined TAT/SLA
• Conduct RCA (Root Cause Analysis) for complex, repeated, and critical escalations

What you need

• 2–5 yrs of experience
• Customer service
• Voice process
• Escalation handling
• Root cause analysis
• Communication
• Any graduate