Posted:1 week ago|
Platform:
Work from Office
Full Time
The Escalation Officer is responsible for handling and resolving customer/partner escalations efficiently, ensuring timely communication, and coordinating with internal teams to deliver effective solutions. The role requires strong problem-solving, communication, and stakeholder management skills to maintain customer satisfaction and protect business interests.
• Act as the primary point of contact for escalated issues.
• Analyze problems, identify root causes, and coordinate resolutions.
• Liaise with internal teams (sales, operations, support) to close escalations on time.
• Maintain records of escalations and prepare reports for management.
• Ensure customer concerns are addressed with professionalism and urgency.
• Bachelors degree or equivalent experience.
• 9-10years’ experience in customer service, operations, or escalation management.
• Strong communication, negotiation, and conflict-resolution skills.
• Ability to work under pressure and handle critical situations.
Velox Solutions
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