Job Description

Position Title: Executive - Central Escalation Desk (CED)

Department: Service Delivery

Location: Mumbai - Vikhroli : Head Office (HO)

Job Purpose

The Central Escalation Desk Executive is responsible for managing, monitoring, and resolving customer escalations received through Senior Management. The role serves as a single point of contact for critical escalations, ensuring timely communication with customers, effective coordination with branches and warehouses, and prompt resolution of issues while delivering a superior customer experience

Key Result Areas (KRAs)

1. Escalation Management

- Handle customer escalations received from Senior Management on an end-to-end basis.
- Ensure all escalations are resolved within committed timelines.
- Maintain complete records and updates of all assigned escalations.

2. Customer Communication

- Contact customers promptly upon receiving escalations.
- Provide regular and timely updates regarding the status of complaints.
- Demonstrate empathy, professionalism, and ownership while handling customer concerns.
- Build customer confidence through effective communication and service recovery.

3. Branch Coordination

- Coordinate with branch teams to obtain accurate status updates on escalated cases.
- Follow up proactively with branches to ensure timely action and resolution.
- Communicate the criticality and urgency of escalations to the concerned teams.




- Escalate delays or service concerns to the appropriate stakeholders.
- Coordinate with warehouses for spare part dispatches and delivery-related requirements & prioritize accordingly.
- Track spare availability and delivery commitments for escalated cases.

5. Service Excellence & MIS

- Ensure a high level of customer satisfaction through effective issue management.
- Demonstrate accountability, responsiveness, and customer-centricity in all interactions.
- Create and maintain the associate reports.

Skills & Competencies

Technical Skills

- Customer Complaint and Escalation Management
- Email Communication and Documentation
- Salesforce Usage
- MS Office (Excel, Word, Outlook)

Behavioral Competencies

- Excellent verbal communication skills
- Strong written communication and email drafting skills
- Empathy and warmth while interacting with customers
- Solid ownership and accountability
- Proactive approach towards problem-solving
- Good coordination and stakeholder management skills
-

Educational Qualification

- Graduate in any discipline
-

Experience

- Minimum 2 years of experience in Customer Service, Service Delivery, Escalation Management, Customer Support, or related functions.
- Experience in handling customer complaints and coordinating with multiple stakeholders will be preferred.

📌 Customer Support Executive (Mumbai)
🏢 Godrej & Boyce Manufacturing Co
📍 Mumbai