Escalation Specialist

About the Job

The Escalation Desk Executive is responsible for managing high-priority customer escalations across service lines. The role requires prompt acknowledgment, in-depth analysis, and timely resolution of escalated cases through close coordination with internal stakeholders. The primary objective is to drive customer satisfaction by resolving concerns with speed, accuracy, and professionalism.

Skills & Qualification

• Must be a graduate from any stream
• Strong communication and interpersonal skills
• Problem-solving mindset with a sense of urgency
• Ability to multitask and work under pressure
• Collaborative approach and stakeholder management

Responsibilities

• Manage and respond to customer escalations received via email, phone, or official portals
• Collaborate with internal teams (Claims, Operations, Legal, Tech, etc.) to gather inputs and ensure quick resolution
• Ensure all escalations are addressed within defined turnaround times (TAT)
• Provide clear, professional, and empathetic communication to customers regarding case status and resolution
• Maintain proper documentation and case summaries for each escalation
• Act as a liaison between customers and internal departments to ensure timely closure and high service quality