Escalation Specialist
Zomato
New Delhi, Delhi, India0–2 yrs59m agovia LinkedIn
About the Role
As an Escalation Specialist, you will manage and resolve high-priority cases. You’ll be the first point of contact in emergencies, offering calm, empathetic, and professional communication via email and phone, while coordinating with internal departments for resolution.
Key Responsibilities
- Handle critical issues.
- Offer immediate guidance and support to affected individuals.
- Track and document cases from initiation to resolution.
- Manage sensitive conversations with empathy and professionalism.
- Respond to concerns via email and phone.
- Conduct or support investigations for critical cases.
- Ensure timely closure and strict confidentiality.
- Escalate cases following internal protocols.
- Stay updated on policies and protocols.
- Participate in training programs.
- Contribute to improving crisis support procedures.
Requirements & Tech Stack
- Proficiency in Hindi and English is mandatory.
- Familiarity with CRM tools and support platforms.
Qualifications
- Higher Secondary Education (12th Grade) or equivalent (mandatory).
- Bachelor’s degree or equivalent work experience (preferred).
- 0–2 years in customer support, crisis management, or related fields.
- Experience handling sensitive issues is a plus.
- Excellent communication (written + verbal).
- Problem-solving & active listening skills.
- Emotionally intelligent & calm under pressure.
- Knowledge of privacy and confidentiality standards.
- Proactive, detail-oriented, and a strong team player.
- High ethical standards.
- Responsible and empathetic.