Executive Escalation Manager

About the role

Customer Relations Manager role is responsible for providing professional solutions to the organization’s end-users, dealers and service providers, arising from unresolved escalated case issues. The role addresses customers’ technical issues, handles open service requests, and provides and unparalleled seamless customer service experience.

What you'll do

• Resolve non‑technical issues for internal teams, external businesses, and end users through calls, e‑support, and proactive alerts
• Address service, product, technical, and customer‑relations inquiries, providing accurate information based on entitlement (warranty to mission‑critical)
• Troubleshoot and resolve customer problems via phone and digital support channels
• Document case details, solutions, and insights clearly in both written and verbal form, contributing to the Knowledge Management System (KMS)
• Proactively help customers reduce or avoid recurring issues

What you need

• 8–14 yrs of experience
• Escalation handling
• Customer service
• Customer handling
• Communication
• PowerPoint
• B.Tech or B.E. or B.Sc or BCA