Escalation Desk Officer

Position Overview

The Escalation Desk Officer will serve as the primary point of contact for managing and resolving escalated issues from customers, partners, or internal teams. This role requires strong problem-solving skills, excellent communication, and the ability to coordinate across departments to ensure timely and effective resolution.

Key Responsibilities

• Escalation Management

  : Receive, log, and track escalated cases to ensure timely resolution.

• Root Cause Analysis

  : Investigate issues, identify underlying problems, and recommend corrective actions.

• Coordination

  : Liaise with cross-functional teams (operations, IT, customer service, finance) to resolve escalations.

• Customer Communication

  : Provide clear, professional updates to customers and stakeholders regarding case progress.

• Reporting

  : Maintain escalation records, prepare weekly/monthly reports, and highlight recurring issues.

• Process Improvement

  : Recommend and implement improvements to reduce future escalations.

• Compliance & Standards

  : Ensure all escalations are handled in line with company policies, SLAs, and regulatory requirements.

Required Skills & Qualifications

• Strong knowledge of escalation management processes and customer service practices.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in MS Office and ticketing/CRM tools (ServiceNow, Salesforce, Zendesk, etc.).
• 35 years of experience in customer service, operations, or escalation management.
• Bachelor’s degree in Business Administration, Management, or related field.

Preferred Attributes

• Problem-solving mindset

  with analytical skills.

• Empathy and patience

  when dealing with customers.

• Detail-oriented

  with strong organizational abilities.

• Proactive approach

  to prevent repeat escalations.

• Team player

  with leadership potential.

Interested candidates can directly come for walk in Interview.

9121803768