Escalation Specialist

Location : Bengaluru

Employment Type : Full-time

Experience : 1 to 2 years

Job Summary

We are looking for an enthusiastic and customer-focused Escalation Specialist to manage complex customer concerns and escalated cases. The role involves understanding customer needs, resolving issues quickly and effectively, coordinating with internal departments, and ensuring a high-quality customer experience.

The ideal candidate should demonstrate strong communication, empathy, ownership, problem-solving, stakeholder management, and decision-making skills while working in a fast-paced escalation environment.

Key Responsibilities

- Handle inbound calls and customer tickets received through the Inbound/L2 team.
- Quickly understand customer concerns and identify the appropriate resolution.
- Manage customer escalations and critical situations according to established protocols.
- Provide exceptional customer service with empathy, patience, and ownership.
- Establish clear expectations with customers and communicate resolutions effectively.
- Investigate customer issues and contribute to quick and effective problem resolution.
- Coordinate with internal teams and stakeholders to resolve escalated cases.
- Maintain regular and effective customer follow-ups until resolution.
- Accurately document customer interactions, actions taken, and resolutions in the CRM/software.
- Ensure compliance with standard policies, processes, and procedures.
- Consistently meet assigned KPIs and service targets.




- Handle difficult customers and high-pressure situations professionally.
- Maintain solid relationships between customers and internal departments.
- Identify recurring issues and contribute ideas to improve the overall customer experience.
- Take ownership of cases from escalation through resolution.
- Demonstrate effective multitasking and decision-making in a fast-paced environment.

Requirements

- Experience in Customer Support, Customer Service, Escalation Management, L2 Support, or a related role.
- Good knowledge and understanding of the product and customer-support process.
- Excellent verbal and written communication skills.
- English and Hindi communication skills are mandatory.
- Strong customer-handling and stakeholder-management skills.
- Ability to handle pressure and work effectively during peak volumes.
- Ability to work independently with minimum supervision.
- Strong problem-solving and decision-making abilities.
- Customer-focused approach with strong service-recovery and ownership skills.
- Patient, polite, professional, and presentable.
- Comfortable working in a fast-paced escalation environment.

Key Skills Escalation Management | L2 Support | Customer Service | Customer Experience | Complaint Handling | Inbound Calls | Ticket Management | CRM | Service Recovery | Stakeholder Management | Problem Solving | Conflict Resolution | Customer Retention | KPI Management | Communication Skills | Multitasking

Pay: ₹28,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Escalation Specialist (Bengaluru)
🏢 Xpressedu
📍 Bengaluru