VFS & ORM Executive

VFS - Refunds

Blended process - 70% email and 30% calls

Shifts - 24/7

Location - WFO

Communication - excellent (VNA 3.0)

Graduate with minimum 2 years of experience into customer service / escalation.

Salary 30 to 35k in hand

Escalation Executive*

*Summary:*

The Level 2 Escalation Executive is responsible for managing complex customer issues escalated beyond frontline support. This role involves direct communication with customers, diagnosing technical or service-related problems, and coordinating with cross-functional teams to ensure timely and effective resolution.

*Key Responsibilities:*

* Handle and resolve Level 2 escalation calls with professionalism and urgency.

* Analyze root causes and implement immediate and long-term solutions.

* Act as a liaison between customers and internal departments (e.g., engineering, product).

* Maintain clear and proactive communication with stakeholders throughout the escalation process.

* Document actions taken, resolution status, and customer feedback.

*Skills Required:*

* Strong problem-solving and decision-making abilities

* Excellent communication and conflict resolution skills

* Technical proficiency relevant to the product or service

* Experience in customer-facing roles under high-pressure scenarios

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹34,000.00 per month

Work Location: In person