Backend Support Service Escalations & Coordination

Job Title:

Location:

Role Objective:

To provide backend support for after-sales service operations by managing escalations, coordinating with internal teams, handling customer complaints (email & social media), and ensuring timely communication and resolution to maintain customer satisfaction and service quality.

Key Responsibilities:

• Handle customer complaints received via

  email and social media platforms

  (Facebook, Instagram, etc.)
  
• Coordinate with internal departments like

  Field Service, Logistics, and Authorized Service Centers (ASC)

  to ensure timely resolution.
  
• Track unresolved issues and

  escalate to relevant teams

  to ensure closure within TAT (Turnaround Time).
  
• Maintain

  daily escalation logs

  , MIS reports, and dashboards for management reporting.
  
• Assist in the

  execution and monitoring of After-Sales Service projects

  (new process rollouts, pilot programs, etc.).
  
• Communicate effectively with

  external partners, service vendors, and internal stakeholders

  to ensure issue resolution and feedback implementation.
  
• Ensure daily follow-ups for open complaints and maintain strong customer satisfaction metrics.
  

Requirements:

• Education:

  Any Graduate (background in technical/customer support preferred)
  

• Experience:

  1–3 years in Customer Support, Service Coordination, or Social Media Escalation Handling
  

• Skills:

  
  
• Strong

  written & verbal communication

  
  
• Proficiency in

  Excel

  , email etiquette, and CRM/ticketing tools (e.g., Zendesk, Freshdesk)
  
• Good coordination, follow-up, and problem-solving skills
  
• Customer-focused mindset with a proactive approach
  

Perks & Benefits:

• Opportunity to work with a

  leading kitchen appliances brand

  
  
• Exposure to

  tech-enabled support systems & real-time consumer handling

  
  
• Involvement in

  cross-functional coordination

  and

  customer satisfaction improvement initiativesRole & responsibilities

Preferred candidate profile