Key Responsibilities

Customer Escalation Management

- Serve as the primary point of contact for all customer escalations related to interior design projects.
- Investigate customer concerns, identify root causes, and coordinate with relevant teams for effective resolution.
- Ensure escalations are addressed within defined SLAs and company standards.
- Maintain clear and empathetic communication with customers throughout the resolution process.

Stakeholder Coordination

- Collaborate with Design, Project Execution, Procurement, Installation, and Quality teams to resolve issues efficiently.
- Facilitate cross-functional discussions to drive quick decision-making and closure of escalated cases.
- Escalate critical matters to senior management when required.

Customer Experience Enhancement

- Monitor customer feedback and identify recurring issues impacting customer satisfaction.
- Recommend process improvements to reduce future escalations.
- Support initiatives aimed at improving overall customer experience and retention.

Reporting & Analysis

- Track escalation trends, root causes, resolution timelines, and customer satisfaction metrics.
- Prepare periodic MIS reports and dashboards for management review.
- Analyze data to identify opportunities for operational improvements.

Process Compliance





- Ensure adherence to company policies, quality standards, and customer service protocols.
- Maintain accurate documentation of all escalations and resolutions in CRM or project management systems.
- Drive continuous improvement initiatives to enhance service delivery.

Required Qualifications

- Bachelor's degree in Business Administration, Operations Management, Interior Design, or related field.
- 46 years of experience in customer escalation management, customer success, operations, or service delivery.
- Prior experience in Interior Design, Home Interiors, Real Estate, Construction, Architecture, or related industries is preferred.

Key Skills & Competencies

- Customer Complaint Resolution
- Stakeholder Management
- Conflict Resolution & Negotiation
- Root Cause Analysis
- Project Coordination
- CRM & MIS Reporting
- Solid Communication & Interpersonal Skills
- Process Improvement
- SLA Management
- Analytical and Problem-Solving Skills

Success Metrics

- Escalation Resolution TAT (Turnaround Time)
- Customer Satisfaction (CSAT/NPS)
- Reduction in Repeat Escalations
- SLA Adherence
- Customer Retention and Recovery Rate
- Quality of Resolution and Stakeholder Feedback

📌 Assistant Manager - Escalation Desk (Faridabad)
🏢 Bonito Designs
📍 Faridabad