About NxtJob.ai
At NxtJob.ai, we help mid-to-senior professionals navigate one of the most important transitions of their lives: finding their next career opportunity.
For our customers, this is more than just a service. Their careers, financial security and aspirations are at stake. We believe exceptional customer experience comes from combining technology with genuine human empathy.
Role Overview
We are looking for a highly empathetic, patient and proactive Customer Delight & Escalation Specialist who can manage dissatisfied customers, resolve complex complaints and rebuild customer trust.
You will be the primary point of contact for customers facing service-related concerns, ensuring their issues are addressed with care, ownership and timely resolution.
This role requires excellent communication skills, emotional intelligence, conflict-resolution abilities and the ability to handle challenging conversations professionally.
Key Responsibilities
1. Customer Escalation Management
- Personally connect with dissatisfied and frustrated customers.
- Handle complaints, refund demands, service dissatisfaction and negative review threats.
- Listen actively, understand customer concerns and de-escalate difficult conversations.
- Reassure customers through empathetic communication and realistic expectations.
2. End-to-End Resolution Ownership
- Act as the single point of contact for assigned escalations.
- Coordinate with Customer Success, Account Management, Coaching, Product and Operations teams.
- Ensure timely resolution and proactive customer communication.
- Follow up with customers to confirm satisfaction after resolution.
3. Customer Experience & Retention
- Identify dissatisfied and at-risk customers proactively.
- Monitor customer feedback, recurring complaints and disengagement signals.
- Take preventive action before concerns turn into major escalations.
- Focus on rebuilding customer confidence and improving customer satisfaction.
4. Customer Feedback & Process Improvement
- Maintain structured records of complaints, escalation reasons and resolutions.
- Identify recurring issues and share actionable insights with leadership.
- Recommend improvements in customer experience and internal processes.
- Help develop escalation management guidelines and customer recovery processes.
Required Skills
- Excellent verbal communication in English and Hindi.
- Strong emotional intelligence and empathy.
- Hands-on experience in customer escalation and complaint handling.
- Excellent conflict-resolution and problem-solving abilities.
- Ability to manage difficult and emotionally charged conversations.
- Strong ownership, accountability and follow-up skills.
- Ability to coordinate with multiple internal stakeholders.
- Good documentation and CRM management skills.
Experience & Qualifications
- 2 to 6 years of experience in Customer Success, Customer Experience, Customer Relations, Escalation Management, Grievance Redressal, Hospitality or Relationship Management.
- Graduate in any discipline.
- Experience handling premium customers or senior professionals will be an advantage.
Preferred Industry Backgrounds
- Premium Hospitality and Guest Relations.
- Customer Success and Client Relationship Management.
- Customer Escalations and Grievance Redressal.
- Banking, Financial Services and Insurance (BFSI).
- Travel, EdTech and other high-touch service industries.
Key Performance Indicators
- Timely response to customer escalations.
- Successful resolution and customer recovery.
- Customer satisfaction after issue resolution.
- Proactive communication and follow-up.
- Reduction in recurring customer complaints.
- Identification of root causes and process improvements.
What We Offer
- Opportunity to work closely with Customer Success and Operations leadership.
- Ownership of critical customer experience initiatives.
- Opportunity to influence customer satisfaction and service delivery.
- A meaningful role where your work directly impacts customer trust and brand reputation.
If you genuinely enjoy helping people, handling challenging situations and turning negative experiences into positive relationships, we'd love to hear from you!
