Key Responsibilities

1. End-to-End Escalation Management Own the complete lifecycle of every escalation — from first receipt and acknowledgement to investigation, resolution, and formal closure. Ensure escalations are handled with urgency, empathy, and a structured problem-solving approach at all times. Maintain clear, timely, and professional communication with the recruiter or client throughout the resolution journey. Ensure zero escalation leakage — every case received must be logged, tracked, and closed within the defined TAT.

2. Escalation Documentation & Management Reporting Maintain a comprehensive, up-to-date escalation log for every case handled — capturing key details such as: Escalation source (recruiter/client name, company, contact details) Nature and category of the escalation Date and time of receipt Actions taken at each stage of resolution Departments/stakeholders involved Resolution provided and closure date Current status at any point in time Prepare structured escalation reports and summaries to revert to higher management, ensuring leadership is kept informed of active, pending, and resolved cases. Present escalation data in review meetings with the ability to walk through individual cases, highlight patterns, and explain resolution approaches. Confidential | Internal Use Only | Naukri Recruiter Helpdesk

Maintain the escalation tracker in a format that is always presentation-ready — so that any case can be retrieved, reviewed, or audited at any given point without delay. Flag high-risk or sensitive escalations to management proactively, without waiting for a scheduled review.

3. Root Cause Analysis (RCA) Conduct deep-dive analysis on every escalation to identify the true root cause — beyond surface level symptoms. Prepare detailed, structured RCA documents that cover: what happened, why it happened, what was done to resolve it, and what can prevent recurrence.



Ensure RCAs are submitted within the defined TAT and are of a quality that can be shared directly with senior management or clients. Identify patterns and trends across escalations and present findings to management as actionable insights for process improvement. Contribute actively to reducing repeat escalations by ensuring RCA recommendations are followed up on.

4. Internal Coordination & Stakeholder Follow-Up Liaise with relevant internal departments — including Product, Operations, Tech, Finance, Sales, and Account Management — to drive escalation resolution. Follow up proactively and persistently with internal teams to ensure no escalation is stuck due to a dependency. Communicate clearly across functions, translating recruiter/client issues into actionable internal requests. Maintain skilled, outcome-driven relationships across the organization to ensure smooth resolution workflows.

5. B2B Escalation Handling — Naukri Recruiters & Corporate Clients Handle escalations from Naukri's B2B recruiter and corporate client base as the primary and majority focus of the role. Understand common recruiter pain points — including issues related to job postings, resume access, account management, billing discrepancies, product functionality, and SLA breaches. Approach every B2B case with an understanding of the commercial and reputational sensitivity involved. Deliver resolution experiences that protect and strengthen the client relationship with Naukri.

6. Inbound Calls & Email Management Handle inbound calls related to escalations and general recruiter support as required by the team. Manage inbound emails from Naukri recruiters and, where required, jobseekers — responding with accuracy, professionalism, and within defined turnaround times. Meet daily productivity targets across all channels — combined daily productivity (emails + calls + escalation handling) is expected to range between 50–60 transactions per day, with scope for upward revision as the team scales.

📌 Escalation Executive| Infoedge| Naukri.com| Noida|
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