Escalation Desk Agent (Customer Support)

**Department:** Customer Support Operations Escalation Desk

Location: Gurugram, Haryana

# Key Responsibilities

Social Media Escalations

- Monitor and respond to customer complaints raised on Twitter/X, Instagram, Facebook, LinkedIn,

Google Reviews, and marketplace review sections within defined response TAT
- Take public conversations offline professionally, capture full case context, and drive resolution end to

end
- Draft brand-appropriate public responses that protect brand reputation while acknowledging the

customer's concern
- Flag potentially viral or reputation-sensitive posts to management immediately

CEO / Leadership Escalations

- Handle complaints addressed to the CEO's office, senior leadership, or corporate email IDs with the

highest priority
- Investigate the complete case history (orders, tickets, service visits, refunds/replacements) before

responding
- Draft well-structured, empathetic, and accurate written responses on behalf of the leadership desk
- Ensure closure with documented customer confirmation, and prepare case summaries for leadership

review

General Escalation Handling

- Manage escalation tickets in Freshdesk proper tagging, status hygiene, internal notes,



and closure

discipline
- Coordinate with internal teams (service partners, logistics, refunds/replacements, warehouse) to

unblock cases
- Handle consumer grievance escalations (National Consumer Helpline / consumer forum notices) with

appropriate care and documentation
- Identify root causes behind repeat escalations and share structured feedback to reduce recurrence
- Maintain daily MIS of escalation volumes, ageing, and resolution status

Requirements

- Fresher/Graduate in any discipline
- Customer service experience handling escalations, social media care. (e-commerce / D2C / consumer

durables would be ideal)
- Excellent written English must be able to draft polished, error-free responses independently;

working proficiency in Hindi for voice interactions
- - Solid judgment on when to resolve independently vs. escalate internally

- Calm, empathetic, and firm under pressure; comfortable dealing with angry or distressed customers
- Working knowledge of Excel for basic reporting

Interested candidates share your updated resume in mail id given below- [email protected]

📌 Escalation Desk Agent (Customer Support) -Gurgaon (Gurugram)
🏢 White Force Outsourcing Services
📍 Gurugram