Role & responsibilities
Manage and resolve customer escalations while ensuring explicit ownership.
Meet critical SLAs and maintain robust 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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