Position Summary

The Customer Service Escalation Executive is responsible for managing and resolving escalated customer concerns while delivering an exceptional customer experience in line with Shoppers Stop's service standards. The role requires effective coordination with cross-functional teams to ensure timely resolution of customer issues, maintain customer satisfaction, and strengthen brand loyalty.

Key Responsibilities

- Manage and resolve escalated customer complaints received through stores, customer care, email, social media, and other communication channels.
- Investigate customer concerns thoroughly and provide timely, accurate, and customer-centric resolutions.
- Proficient in Microsoft Office Suite, including MS Excel, Outlook, and PowerPoint, with experience in data analysis, reporting, email communication, and creating business presentations.
- Hands-on experience in Excel functions, data management, report preparation, and maintaining customer complaint trackers/dashboards.
- Familiarity with Outlook for professional email communication, follow-ups, and stakeholder coordination.
- Coordinate with Store Operations, Logistics, E-commerce, Merchandising, Finance, and other internal teams to ensure prompt closure of customer cases.
- Ensure all escalations are handled within the defined Service Level Agreements (SLAs).
- Maintain complete and accurate records of customer interactions and resolutions in the CRM system.
- Proactively communicate case updates and expected resolution timelines to customers.




- Identify recurring customer issues, analyze root causes, and recommend process improvements to minimize future escalations.
- Support frontline customer service teams by providing guidance on handling complex customer situations.
- Escalate critical or high-impact issues to management as required.
- Ensure adherence to company policies while balancing customer satisfaction and business objectives.

Qualifications & Experience

- Bachelor's degree in any discipline.
- 2years of experience in customer service, customer support, or customer escalation management, preferably in retail or e-commerce.
- Excellent verbal and written communication skills.
- Strong problem-solving, conflict resolution, and stakeholder management abilities.
- Experience working with CRM tools and Microsoft Office applications.
- Ability to multitask and perform effectively in a quick-paced retail environment.

Key Competencies

- Customer-first mindset
- Strong ownership and accountability
- Effective communication and interpersonal skills
- Analytical thinking and attention to detail
- Time management and prioritization
- Team collaboration and cross-functional coordination
- Adaptability and resilience under pressure

Key Performance Indicators (KPIs)

- Escalation resolution time
- SLA adherence
- Customer Satisfaction (CSAT) score
- First Contact Resolution (where applicable)
- Escalation quality and documentation accuracy
- Customer complaint closure rate
- Process improvement contributions

📌 Customer Service Representative (Maharashtra)
🏢 Shoppers Stop
📍 Maharashtra