Role Overview

The Retail Escalation Executive will be responsible for handling and resolving customer escalations received from retail stores. The role focuses on ensuring a seamless customer experience by addressing concerns related to returns, exchanges, refunds, alterations, product issues, service complaints, and other store-related queries in a timely and professional manner.

Key Responsibilities

Manage and resolve customer escalations received from retail stores, calls, emails, WhatsApp, and social media channels.

Handle customer concerns related to returns, exchanges, refunds, alterations, deliveries, and product quality.

Coordinate with store teams, warehouse, logistics, and internal departments to ensure timely resolution.

Maintain accurate records of customer complaints and resolutions.

Follow up with customers until closure and ensure a positive customer experience.





Identify recurring issues and share insights with relevant stakeholders for process improvement.

Ensure all escalations are addressed within defined TATS.

Support stores with policy clarifications and customer communication when required.

Prepare weekly and monthly escalation reports, highlighting trends and resolution metrics.

Escalate critical issues to management as required.

If interested kindly share your resume on [email protected]

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

- Versatile schedule
- Provident Fund

Application Question(s):

- What is your Current CTC ?
- What is your Expected CTC ?
- Are you comfortable with Mumbai (Worli) location ?

Work Location: In person

📌 Retail - Escalation Executive (India)
🏢 Knya
📍 India