Responsibilities
- Handle customer escalations and high-priority complaints received through calls, emails, social media, or internal escalation channels.
- Take complete ownership of assigned cases until final resolution and closure.
- Understand the customers concern in detail and conduct a thorough case study before providing a resolution.
- Review the complete case history, including previous interactions, service visits, call records, emails, invoices, and other relevant documents.
- Coordinate with internal teams, service partners, technicians, and other stakeholders to resolve customer concerns within the defined TAT/SLA.
- Conduct RCA (Root Cause Analysis) for complex, repeated, and critical escalations.
- Identify process gaps, service failures, communication gaps, and recurring issues and highlight them to the relevant stakeholders.
- Ensure timely follow-up on pending cases and proactively track ageing cases.
- Handle customers with professionalism and empathy, especially in situations involving dissatisfaction, repeated complaints, delayed service, or unresolved issues.




- Arrange and conduct customer callbacks/conference calls wherever required.
- Provide accurate and timely updates to customers throughout the resolution process.
- Ensure all case notes, actions taken, commitments, and customer interactions are accurately documented.
- Monitor cases requiring coordination with multiple departments and ensure timely closure.
- Identify repeat escalations and take corrective action to prevent recurrence.
- Escalate critical cases to the appropriate management/stakeholders with complete case details and recommendations.
- Maintain daily/weekly reports related to escalations, ageing, closures, RCA, TAT, CSAT, and other performance metrics.
- Handle inbound and outbound calls and emails related to escalated cases.
- Ensure adherence to company policies, processes, and customer service guidelines.
- Support continuous improvement initiatives by identifying tre

📌 Escalation Specialist (Mumbai)
🏢 Onsitego
📍 Mumbai