We are looking for an experienced Escalation Specialist to handle customer escalations and ensure timely and effective resolution while maintaining a high-quality customer experience.
Key Responsibilities:
Handle escalated inbound calls and customer tickets.
Understand customer concerns and provide appropriate resolutions.
Handle difficult customer interactions with patience, empathy and ownership.
Coordinate with internal teams to resolve customer issues.
Maintain accurate customer records in CRM.
Conduct timely follow-ups and support customer retention.
Follow company policies, processes and escalation protocols.
Meet defined KPIs and service-quality targets.
Identify opportunities to improve customer experience.
Requirements:
Experience in Customer Support / Customer Service Voice Process.
Escalation/L2 support experience preferred.
Excellent verbal and written communication skills.
English, Hindi and Kannada are mandatory.
Strong problem-solving and stakeholder-management skills.
Ability to work under pressure and handle multiple cases.
Patient, polite, confident and customer-focused.
Location: Bangalore
Employment Type: Full time, Permanent
Experience: 1–4 years preferred
CTC: ₹3.60–₹4.60 LPA
Openings: 50
Interview: Face-to-Face in Bangalore.
Pay: ₹360,000.00 - ₹460,000.00 per year
Work Location: In person
📌 Escalation Specialist (Bengaluru)
🏢 Professional Scholl of Indian Banking
📍 Bengaluru
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