Job Title: Escalation Specialist (Customer Service Recovery)

Location: Koramangala, Bangalore

Job Type: Full-time

About the Role

Are you a natural problem solver who thrives under pressure and can turn a frustrated customer into a loyal advocate? We are looking for an energetic, empathetic, and results-driven Escalation Specialist to join our customer experience team.

In this role, you will own high-priority customer escalations, de-escalate challenging situations, and collaborate with internal stakeholders to deliver swift, high-quality resolutions. If you enjoy autonomy, variety, and driving service recovery in a fast-paced environment, this is a defining opportunity for you.

Key Responsibilities

- Escalation Management: Handle escalated inbound calls and tickets routed via L2/Support teams, taking full ownership from initial contact to resolution.
- Crisis Diffusion & Empathy: Identify root causes quickly, set clear expectations, and de-escalate high-friction customer interactions with empathy and composure.
- Internal Coordination: Work closely with cross-functional stakeholders to resolve complex issues and streamline service delivery.
- Documentation & Tracking: Accurately document all customer touchpoints, actions taken, and outcomes within our CRM system.
- Performance & Metrics: Consistently meet and exceed key performance indicators (KPIs) focused on resolution times, customer retention,



and service quality.
- Process Improvement: Think outside the box to spearhead initiatives that eliminate recurring customer pain points and improve overall CX.

Requirements & Qualifications

- Language Proficiency: Excellent verbal and written communication skills in both English and Hindi (Mandatory).
- Problem-Solving Skills: Strong solution-oriented mindset with the ability to make fast, effective decisions under pressure.
- Stakeholder Management: Confident interpersonal skills to communicate clearly with both customers and internal department heads.
- Technical Aptitude: Experience working with CRM software and ticketing systems.
- Personal Attributes: Patient, polite, presentable, self-motivated, and capable of working with minimal supervision.

Perks

- Competitive salary package
- Opportunities for career growth and professional development
- Supportive, team-oriented work environment

Interested candidates can reach out to me directly at (phone hidden). Pay: Up to ₹30,000.00 per month

Ability to commute/relocate

- Koramangala, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):
- Are you comfortable with a 30k budget?

Experience:
- Customer service: 1 year (Required)

Work Location: In person

📌 Escalation Specialist (BPO/ IN-HAND) (Koramangala)
🏢 Career Bloc
📍 Koramangala