Escalation Executive

Skill Required:

• Strong written and verbal communication skills, ability to respond in grammatically correct

English.

• Should be Graduate / Undergraduate.
• Should have minimum 1 year experience of handling escalation desk.
• Proficient in using MS Office application like Excel, PowerPoint, Outlook
• Good knowledge of various social media platforms
• Should have understanding of case analysis
• Should be willing to work rotational shifts
• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and

ability to be flexible and embrace change

• Exercise good judgment and independent decision-making skills
• Proactive Approach

Job Description:

• Manage customer escalations and coordinate resolution efforts with key stakeholders

(internal and external) by working cross-functionally to ensure issue ownership, action items,

and communications are fulfilled.

• Ensure Critical SLAs are met & adhered.
• Ensure customer escalations are resolved within agreed upon timelines, process change

ideas are implemented, and Influence others towards action and change.

• Provide Escalation Insights to stakeholders
• Utilizes available resources to solve complex escalations with minimal guidance or

intervention

• Executes de-escalation tactics and strategies with team members
• Strong follow-up required on all the assigned cases.

Job Type: Full-time

Pay: ₹30,000.00 - ₹35,000.00 per month

Schedule:

• Day shift

Experience:

• Escalation Desk: 1 year (Required)
• Customer Escalations: 1 year (Required)
• SLAS: 1 year (Required)
• MS Office: 1 year (Required)
• Case analysis: 1 year (Required)
• complex esacalations: 1 year (Required)
• social media platforms: 1 year (Required)

Work Location: In person