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.
Robust negotiation, problem-solving, and conflict-management abilities.
Ability to handle pressure and manage challenging customer situations.
Valuable coordination and stakeholder-management skills.
Solid customer-first approach with attention to detail.