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Executive - Escalation Expert (Consumer Durable)

Executive - Escalation Expert (Consumer Durable)

2 - 5 years

|

3 - 5 Lacs

Posted:3 weeks ago| Platform:

Apply

Skills Required

escalations customer escalation calls handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Make outbound and inbound calls to customers to address queries, complaints, and service requests.
Handle and resolve customer escalations with empathy, clarity, and a solution-oriented approach.
Coordinate with internal teams (service centers, logistics, technical teams, etc.) to ensure timely resolution of customer issues.
Track, document, and update escalation cases in the system with accuracy.
Follow up with customers to provide status updates and ensure closure of escalated cases.
Analyze recurring escalation patterns and share insights for process improvement.
Maintain high levels of customer satisfaction through effective communication and service delivery

Preferred candidate profile

4- 5 years of experience in service operations,
preferably in the Consumer Durables industry
.
Prior experience in
customer calling
(inbound/outbound) is mandatory.
Strong experience in handling
customer escalations
end-to-end.
Excellent communication and interpersonal skills.
Problem-solving skills with the ability to work under pressure.
Good knowledge of service workflows and customer grievance processes.
Ability to multitask, prioritize, and manage time effectively.

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