Role & responsibilities

- Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
- Ensure Critical SLAs are met & adhered.
- Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.
- Provide Escalation Insights to stakeholders
- Utilizes available resources to solve complex escalations with minimal guidance or intervention
- Executes de-escalation tactics and strategies with team members
- Robust follow-up required on all the assigned cases.

Preferred candidate profile

- Graduate
- Minimum of 1 year experience of handling escalations desk or 3 years of experience in customer support / success teams.

Language mandatory - English, Hindi Skills, Abilities and Competencies





- Strong written and verbal communication skills, ability to respond in grammatically correct English.
- Should be Graduate / Undergraduate.
- Should have minimum 1 year experience of handling escalation desk.
- Proficient in using MS Office application like Excel, PowerPoint, Outlook
- Good knowledge of various social media platforms
- Should have understanding of case analysis
- Should be willing to work rotational shifts
- Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change
- Exercise good judgment and independent decision-making skills

If you are interested or having any reference, please share CV on [email protected]

📌 Associate - Escalations - Marol, Andheri East (Mumbai)
🏢 OneAssist Consumer Solutions
📍 Mumbai