About the Role

We are looking for an Escalation Desk Executive to handle complex customer issues across Voice, Chat, and Blended support channels. The role requires strong problem-solving skills and experience handling escalations in an e-commerce/customer service environment.

Key Responsibilities

• Handle and resolve customer escalations through Voice, Chat, and Blended channels.

• Manage complex queries related to orders, deliveries, cancellations, refunds, returns, payments, and product issues.

• Ensure timely resolution while maintaining high customer satisfaction. • Coordinate with Operations, Logistics, Payments, and Category teams for issue resolution.

• Identify recurring customer issues and highlight process gaps.





• Maintain accurate escalation records and follow up until closure.

• Meet defined TAT, CSAT, quality, and productivity targets.

Requirements

• 2-5 years of experience in Customer Support, Escalation Desk, or Customer Experience.

• Experience in E-commerce, Retail, Marketplace, or Consumer Internet preferred.

• Comfortable handling Voice, Chat, and Blended processes.

• Strong communication, problem-solving, and conflict-resolution skills. • Ability to handle high-volume and sensitive customer escalations.

• Positive knowledge of MS Excel/Google Sheets and CRM/ticketing tools

📌 Customer Support Executive (Gurugram)
🏢 Snapdeal
📍 Gurugram