Job Summary

We are looking for a customer-focused and solution-oriented Customer Support Executive – Escalations to manage complex customer complaints, resolve critical issues, and ensure a high level of customer satisfaction. The individual will be responsible for handling escalated cases from Level 1 support, coordinating with internal departments, ensuring timely resolution, and maintaining effective communication with customers throughout the resolution process.

Key Responsibilities

- Handle and resolve customer complaints escalated from Level 1 and Level 2 support teams.
- Take ownership of critical, sensitive, and high-priority customer issues until resolution.
- Investigate customer concerns, identify root causes, and provide appropriate resolutions.
- Coordinate with internal departments such as Operations, Technical Support, Finance, Sales, and Quality teams.
- Ensure escalations are resolved within defined Service Level Agreements (SLAs).
- Communicate with customers through phone, email, chat, and other support channels.
- Handle dissatisfied and irate customers professionally, demonstrating empathy and effective conflict-resolution skills.




- Provide regular updates to customers regarding the progress of their complaints.
- Identify recurring customer issues and recommend process improvements to minimize repeat escalations.
- Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions in CRM systems.
- Prepare escalation reports, highlight trends, and share insights with management.
- Ensure compliance with company policies, service standards, and customer experience guidelines.

Required Skills & Competencies

- Excellent verbal and written communication skills.
- Solid problem-solving and analytical abilities.
- Ability to handle difficult customers and high-pressure situations.
- Strong ownership and decision-making skills.
- Excellent interpersonal and stakeholder management skills.
- Ability to prioritize multiple escalations simultaneously.
- Good negotiation and conflict-resolution skills.
- Strong attention to detail and follow-up capabilities.
- Customer-centric approach with a focus on customer satisfaction.

Pay: ₹17,000.00 - ₹25,000.00 per month

Work Location: In person

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