Escalation Executive- Retail Sector- Lower Parel, Mumbai

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Role Overview

Key Responsibilities

• Handle customer escalations via calls, emails, and social media with empathy and professionalism.
• Investigate issues, coordinate with internal teams (store, logistics, finance, product, etc.), and ensure timely resolutions.
• Track and analyze recurring complaints to identify root causes and suggest preventive measures.
• Maintain detailed case logs and generate daily/weekly escalation reports.
• Ensure SLAs and quality standards are consistently met.
• Support training initiatives by sharing insights and feedback from escalations.
• Work closely with the Customer Experience Manager to enhance service processes and policies.
  

Qualifications

• Bachelor’s degree in any discipline (Commerce / Business / Arts preferred).
• 2–5 years of experience in customer service or escalation management (preferably in retail, e-commerce, or FMCG).
• Strong understanding of customer support operations and escalation workflows.
  

Skills & Competencies

• Excellent verbal and written communication skills.
• Empathy, patience, and problem-solving attitude.
• Ability to handle high-pressure situations with professionalism.
• Proficient in MS Office and CRM tools
• Analytical mindset and attention to detail.