Escalation Specialist

About the Role

Manage and resolve customer escalations, ensuring clear ownership.

Key Responsibilities

• Manage and resolve customer escalations.
• Ensure clear ownership of escalated cases.
• Meet critical SLAs.
• Maintain strong case follow-ups.
• Identify root causes of issues.
• Recommend process improvements.
• Collaborate with Support, Business, and Development teams.
• Handle complex issues using effective de-escalation strategies.
• Support critical launches and events.
• Drive improvements in NPS/CSAT.

Requirements & Tech Stack

• MS Office
• Excel
• CRM
• Social media platforms

Qualifications

• 3+ years of experience in Customer Support / Customer-facing roles.
• Experience handling escalations is preferred.
• Excellent written and verbal communication skills.
• Strong analytical, problem-solving, and decision-making skills.
• Comfortable working in rotational shifts.
• Bachelors degree in any discipline.