Escalation Specialist

As a Customer Support Specialist, your primary responsibility will be managing and resolving escalated customer issues. This includes addressing complaints, grievances, and queries from various communication channels such as phone, email, chat, and social media. You will be required to investigate and analyze these issues by collaborating with internal teams to identify root causes and implement appropriate solutions in a timely manner. Your role also involves maintaining accurate records of customer interactions, actions taken, and case outcomes using CRM software or other tools. Additionally, you will be expected to identify trends and areas for improvement by analyzing data and feedback to prevent future escalations. Collaboration with internal departments such as sales, marketing, product development, and technical support is essential to resolve complex issues effectively and enhance the overall customer experience. You must maintain a customer-centric approach throughout the resolution process, prioritizing customer satisfaction and demonstrating empathy and professionalism in all interactions. Furthermore, effective communication skills are crucial for this role to clearly explain complex issues, actively listen to customer concerns, and build rapport with customers. As a full-time employee, you will be entitled to benefits such as health insurance and Provident Fund. This position does not have a fixed work location and may require you to work on the road as needed.,