Escalation Specialist

Department: Customer Experience / ResolutionLocation: [Insert Location]Reports To: Team Leader – Resolution Team

Role Overview

The Resolution Team plays a critical role in delivering a seamless post-purchase experience to customers. As a Resolution Team Executive, you will be responsible for handling customer issues related to orders, ensuring every case is resolved quickly, fairly, and with a customer-first approach. This role requires balancing empathy with efficiency, maintaining strong communication, and working collaboratively across departments such as Logistics, Quality, and Post-Sales to ensure end-to-end resolution.

Key Responsibilities

Customer Case Handling

Manage all customer concerns related to order problems including delayed deliveries, wrong/missing items, damaged or defective products, and quality complaints.Respond promptly to customer queries through email, calls, and ticketing platforms ensuring a professional and empathetic tone.Follow the 3-response closure process – if the case isn’t closed within 3 written responses, call the customer directly to expedite resolution.Ensure tickets are closed within defined SLA timelines while maintaining high accuracy and quality.

Investigation & Coordination

Liaise with Logistics team for delivery delays, lost shipments, or wrong item deliveries.Coordinate with Quality/Production team for product-related defects, missing parts, or finishing issues.Work with Post-Sales team for replacement, reshipment, or compensation approvals.Document each step of the investigation clearly in the system to ensure transparency and accountability.

Performance & Productivity

Meet Daily Productivity Targets

• 32 responses/day (for agents with tenure of 3+ months)
• 28 responses/day (for agents with tenure below 3 months).
  

Maintain high First Response Time (FRT) and ensure quick follow-ups.Audit self-performance to minimize unnecessary responses or delays.Participate in daily/weekly team reviews to discuss top issues, repeated errors, and improvements.

Customer Experience & Improvement

Demonstrate empathy, ownership, and problem-solving mindset in every interaction.Identify recurring customer pain points and escalate them to TL/Manager for process fixes.Share customer insights and feedback with the Training & Quality team for upskilling initiatives.Uphold customer-first principles by ensuring clear, transparent, and honest communication with customers.

Skills & Competencies

Excellent written and verbal communication skills.Strong customer empathy with a problem-solving attitude.Ability to handle difficult or escalated conversations professionally.Analytical mindset to identify root causes and suggest improvements.Strong organizational skills to manage multiple cases simultaneously.Comfort with ticketing systems (Zendesk, Freshdesk, Salesforce, etc.).Ability to work collaboratively in a fast-paced, high-volume environment.

Qualifications & Experience

Graduate in any discipline (Commerce, Business, Arts, or equivalent).1–3 years of customer service experience in E-commerce, Order Management, or Resolution teams.Prior experience handling escalations, refunds, or order fulfillment issues preferred.Proficiency in MS Office (Excel, Word, Outlook) and familiarity with ticketing tools.

Growth & Development

Opportunity to grow into Team Coach (TC) or Team Leader (TL) roles based on performance.Regular training sessions on product knowledge, customer handling, and process improvements.Exposure to cross-functional teams (Logistics, Quality, Post-Sales) for career advancement.

Key Metrics for Success (KPIs)

Daily response closure target achieved (28–32 per agent).SLA adherence for ticket closure.Reduction in repeat contacts for the same issue.Positive CSAT (Customer Satisfaction) scores and reduced escalations.Accuracy in documentation and resolution process.