- Handle critical and high-priority customer escalations across contact center channels.
- Manage highly irate customers with empathy, patience, and effective communication.
- Take end-to-end ownership of escalated cases and ensure timely resolution.
- Coordinate with internal teams such as Logistics, Finance, Warehouse, and Product to resolve complex issues.
- Handle sensitive cases involving refunds, returns, deliveries, product concerns, and repeated customer complaints.
- Identify the root cause of escalations and highlight recurring issues to relevant stakeholders.
- Maintain high customer satisfaction while ensuring adherence to company policies and processes.
- Ensure proper documentation and timely follow-ups on all escalation cases.
Required Skills & Experience
- Minimum 1 year of experience in customer escalations within a contact center or customer service setup.
- Experience handling critical complaints and highly irate customers.
- Strong verbal and written communication skills.
- Excellent problem-solving, conflict-resolution, and decision-making abilities.
- Ability to manage challenging situations while maintaining professionalism.
- Solid ownership, attention to detail, and a customer-first approach.
Preferred Skills
- Experience in e-commerce, D2C, or consumer brands.
- Familiarity with CRM and ticketing tools such as Freshdesk, Zendesk, or similar platforms.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Escalation resolution TAT
- Quality and process adherence
- Reopen and repeat escalation rate
- Customer complaint resolution and ownership