Escalation Executive

Jiva Ayurveda

1 - 3 years

2 - 3 Lacs

faridabad

Posted:1 week ago| Platform:

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Skills Required

customer service solving queries escalations complaint handling customer queries email process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Handle escalated inbound and outbound customer calls professionally and empathetically.
Analyze customer issues that are unresolved at the first level and provide effective solutions within defined TAT.
Coordinate with internal teams (operations, technical, support) to ensure timely resolution of escalated cases.
Maintain accurate documentation of escalations, actions taken, and resolutions in the system.
Follow escalation matrices, call quality guidelines, and company procedures strictly.
Ensure a high level of customer satisfaction through clear, polite, and confident communication.
Monitor recurring issues and share insights or feedback with the team for process improvement.
Complete daily escalation handling, call logs, and reporting tasks as assigned.

Preferred candidate profile

Experience in customer support or voice process is preferred
Good working knowledge of computers, CRM tools, and data entry.
Strong communication skills
Ability to handle difficult or irate customers with patience and professionalism.
Problem-solving mindset with attention to detail.
Comfortable working in an office-based voice support role.
Share your resume at 8527043535 and call abhishek

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