About The Opportunity

A fast-scaling customer experience solutions provider operating across India, we partner with global brands to deliver high-impact voice-based support and escalation resolution services. Our team thrives in dynamic, process-driven environments where clear communication, empathy, and problem-solving drive customer loyalty and operational excellence. We’re building a culture of accountability, growth, and real-time impact—for customers and our people.

Role & Responsibilities

• Handle high-priority customer escalations via voice channels with professionalism, empathy, and resolution focus.
• Adhere strictly to SLAs, escalation matrices, and process workflows to ensure timely and accurate case resolution.
• Document every escalation interaction clearly in CRM tools, ensuring audit readiness and handover clarity.
• Collaborate with cross-functional teams—including ops, QA, and support—to resolve systemic issues and reduce repeat escalations.
• Provide real-time feedback on common pain points to improve service delivery and customer journey design.




• Meet and exceed daily KPIs including First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT).

Skills & Qualifications

Must-Have

• Clear普通话/English fluency (verbal & written) with professional communication tone
• Experience in voice-based customer support or escalation handling
• Proficiency in CRM platforms (e.g., Salesforce, Zendesk, Freshdesk)
• Robust listening & active problem-solving under pressure
• Comfort with shift work and adherence to strict compliance protocols
• Basic MS Office (Excel, Word) for reporting & documentation

Preferred

• Experience in BPO/KPO or enterprise customer service environments
• Familiarity with quality assurance processes or audit-ready documentation
• Basic understanding of service level agreements (SLAs) and performance KPIs

Benefits & Culture Highlights

• Competitive salary up to ₹28,000/month + performance-based incentiv

📌 Escalation Voice Process (Bengaluru)
🏢 CAREERBLOC ~
📍 Bengaluru