Escalation Executive

About the Role

Jio is hiring an Escalation Executive to be based at RCP, Navi Mumbai.

Key Responsibilities

• Handle escalations received from the Chairman's Office, regulatory bodies, internal employees, and social media.
• Fast-track complaints and follow up with respective stakeholders for resolution.
• Ensure customers are informed throughout the entire cycle, from receipt of the complaint to closure.
• Ensure all regulatory complaints are downloaded, actioned, and uploaded after proper validation.
• Ensure all escalations are handled within the SLA.
• Conduct RCA/RCF on a case-to-case basis.
• Ensure own product, system, process, and policy knowledge is up to date.
• Provide feedback on issues driving customer dissatisfaction and propose suitable solutions.

Requirements & Tech Stack

• Good analytical skills.
• Good hands-on knowledge of Microsoft Word and Excel.
• Internal and external customer service orientation.
• Interpersonal and relationship-building skills.
• Experience in handling escalations.
• Expertise in Customer Experience/Customer Service.
• Fluency in English and Hindi (mandatory).

Qualifications

• Graduate education.