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 workplace.
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.