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.
- Valuable knowledge of MS Excel/Google Sheets and CRM/ticketing tools

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📍 Gurugram