– Escalation Executive

Company: Enigoal Startup Advisory Private Limited

Position: Escalation Executive

Salary: 15000 to 25000

Department: Client Support / Customer Relationship

Location: Noida, Uttar Pradesh

Employment Type: Full-Time

Job Summary

We are looking for a Client Escalation Executive who will be responsible for handling clients who have already made payments and are following up regarding their work, service status, delays, documentation, or refund requests.

The candidate will act as a bridge between the client and internal teams, understand client concerns, provide accurate updates, coordinate with the concerned department, and ensure that escalated issues are resolved professionally and within the committed timeline.

Key Responsibilities

- Handle calls and communications from clients regarding their ongoing work or services.
- Communicate with clients who have already made payments and are following up for service completion.
- Understand and resolve client complaints, concerns, and escalations professionally.
- Coordinate with internal teams such as Sales, Operations, Compliance, Accounts, and Management for issue resolution.
- Provide clients with accurate and timely updates regarding the status of their work.
- Handle clients requesting payment refunds and coordinate with the concerned department for further processing.
- Follow up internally on pending cases and ensure timely closure.
- Maintain proper records of client complaints, follow-ups, commitments, and resolutions.
- Prioritize urgent and high-value client escalations and bring them to management when required.




- Ensure that clients receive clear information regarding timelines, pending documents, requirements, and next steps.
- Handle difficult or dissatisfied clients calmly and professionally.
- Follow up with clients for pending documents, information, approvals, or other requirements necessary to complete their work.
- Ensure that no client escalation remains unattended or without a proper update.
- Maintain regular follow-ups until the client's issue is completely resolved.
- Share daily/weekly escalation reports with the reporting manager.
- Maintain a professional relationship with clients and contribute towards improving customer satisfaction.

Types of Client Issues to Handle

- Client asking for work/service status.
- Delay in service delivery.
- Client repeatedly following up for updates.
- Client asking for completion timeline.
- Client requesting additional information or clarification.
- Client requesting cancellation or refund.
- Client dissatisfied with service or process.
- Client unable to provide required documents.
- Communication gaps between client and internal team.
- Any other service-related complaint or escalation.

Required Skills

- Excellent communication and client-handling skills.




- Solid Hindi and English communication skills.
- Valuable listening and problem-solving ability.
- Ability to handle angry, frustrated, or demanding clients professionally.
- Strong follow-up and coordination skills.
- Good negotiation and convincing skills.
- Ability to work under pressure and manage multiple client cases.
- Basic knowledge of MS Excel, Google Sheets, CRM, WhatsApp, and email communication.
- Strong ownership and responsibility towards client issues.

Preferred Experience

- 1–3 years of experience in Client Handling, Customer Support, Escalation Management, Customer Relationship, Telecalling, BPO, or similar roles.
- Experience in handling paid clients, refund requests, complaints, and service-related escalations will be preferred.

Performance Indicators (KPIs)

- Resolution rate of client escalations.
- Average response and resolution time.
- Client satisfaction and retention.
- Number of pending escalations.
- Timely follow-up on paid clients.
- Refund/cancellation case coordination.
- Accuracy of client updates.
- Internal coordination and case closure rate.

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits

- Provident Fund

Application Question(s):
- How many years of experience do you have in Client Handling / Customer Support / Escalation Management?
- Do you have experience handling client complaints, escalations, and refund requests?
- How would you handle an angry client demanding an immediate refund?

Experience:
- Client services: 1 year (Required)

Work Location: In person

📌 Escalation Executive (Noida)
🏢 ENIGOAL SERVICES PRIVATE
📍 Noida