We are looking for a Customer Escalation Specialist to handle complex customer concerns, resolve escalations effectively, and ensure a positive customer experience. The ideal candidate should have excellent communication, problem-solving, and conflict-resolution skills.
Key Responsibilities
- Handle and resolve customer escalations through calls, emails, and other communication channels.
- Understand customer concerns and provide quick, accurate, and effective resolutions.
- Manage difficult or dissatisfied customers professionally and calmly.
- Coordinate with internal teams to investigate and resolve customer issues.
- Take ownership of escalated cases until complete resolution.
- Maintain accurate records of escalations, resolutions, and customer interactions.
- Identify recurring issues and share insights with relevant teams to improve processes.
- Follow up with customers to ensure satisfactory resolution and closure.
- Meet defined SLA, quality, and customer satisfaction targets.
Requirements
- 1–4 years of experience in Customer Support, Customer Success, Escalation Management, or a similar role.
- Excellent verbal and written communication skills.
- Strong negotiation, problem-solving, and conflict-management abilities.
- Ability to handle pressure and manage challenging customer situations.
- Valuable coordination and stakeholder-management skills.
- Strong customer-first approach with attention to detail.