- Manage and resolve customer escalations while ensuring clear ownership.
- Meet critical SLAs and maintain strong case follow-ups.
- Identify root causes and recommend process improvements.
- Collaborate with Support, Business, and Development teams.
- Handle complex issues using effective de-escalation strategies.
- Support critical launches and events.
- Drive improvements in NPS/CSAT.
Preferred candidate profile
- 3+ years of experience in Customer Support / Customer-facing roles.
- Experience handling escalations is preferred.
- Excellent written and verbal communication skills.
- Valuable knowledge of MS Office, Excel, CRM, and social media platforms.
- Strong analytical, problem-solving, and decision-making skills.
- Comfortable working in rotational shifts.
- Bachelors degree in any discipline.
📌 Escalation Specialist (Mumbai)
🏢 Jsw One Platforms
📍 Mumbai
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