Role & responsibilities

- Manage and resolve customer escalations while ensuring explicit ownership.
- Meet critical SLAs and maintain strong case follow-ups.
- Identify root causes and recommend process improvements.
- Collaborate with Support, Business, and Development teams.
- Handle complex issues using effective de-escalation strategies.
- Support critical launches and events.
- Drive improvements in NPS/CSAT.

Preferred candidate profile

- 3 years of experience in Customer Support / Customer-facing roles.
- Experience handling escalations is preferred.
- Excellent written and verbal communication skills.
- Good knowledge of MS Office, Excel, CRM, and social media platforms.
- Strong analytical, problem-solving, and decision-making skills.




- Comfortable working in rotational shifts.
- Bachelors degree in any discipline.

Role: Customer Success Associate, Industry Type: Iron & Steel, Department: Customer Success, Service & Operations, Employment Type: Full Time, Temporary/Contractual Role Category: Customer Success Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Escalation ManagementCustomer EscalationComplaint HandlingCustomer SatisfactionCustomer Service Net Promoter ScoreCSATCustomer Experience

📌 Escalation Specialist (Mumbai)
🏢 Jsw One Platforms
📍 Mumbai