Customer Escalation Specialist

Turn Customer Challenges into Positive Experiences!

We are looking for a Customer Escalation Specialist who can take ownership of complex customer issues, resolve escalations effectively, and ensure a smooth customer experience.

Key Responsibilities:

- Handle and resolve high-priority customer escalations through calls, emails, and other channels.
- Understand customer concerns, identify root causes, and provide effective and timely resolutions.
- Coordinate with Sales, Operations, Product, Finance, and other internal teams to resolve issues.
- Take complete ownership of escalated cases until final resolution and closure.
- Communicate professionally with customers and manage difficult conversations with confidence.
- Track escalations, maintain accurate records, and provide regular updates to stakeholders.
- Identify recurring issues and recommend process improvements to reduce future escalations.
- Monitor customer satisfaction and ensure concerns are resolved within defined TAT/SLA.
- Prepare escalation reports and share key trends and insights with management.





Requirements:

- 14 years of experience in Customer Support, Customer Success, Escalation Management, or related roles.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to handle difficult customers and high-pressure situations professionally.
- Strong coordination and stakeholder-management skills.
- Good analytical and decision-making abilities.
- Proficiency in MS Excel and CRM tools is preferred.

What We Offer:

- Competitive salary package
- Performance-based incentives
- Career growth opportunities
- Employee recognition & rewards
- Learning and development opportunities
- Supportive and collaborative work workplace
- Exposure to diverse customer and business operations

Who We’re Looking For:

Someone who doesn't just handle escalations — but owns them, solves them, and turns challenging customer interactions into positive experiences.

📌 Customer Resolution Expert (Chennai)
🏢 India filings
📍 Chennai