Customer Escalation Specialist

Turn Customer Challenges into Positive Experiences!

We are looking for a Customer Escalation Specialist who can take ownership of complex customer issues, resolve escalations effectively, and ensure a smooth customer experience.

Key Responsibilities:
Handle and resolve high-priority customer escalations through calls, emails, and other channels.
Understand customer concerns, identify root causes, and provide effective and timely resolutions.
Coordinate with Sales, Operations, Product, Finance, and other internal teams to resolve issues.
Take complete ownership of escalated cases until final resolution and closure.
Communicate professionally with customers and manage difficult conversations with confidence.
Track escalations, maintain accurate records, and provide regular updates to stakeholders.
Identify recurring issues and recommend process improvements to reduce future escalations.
Monitor customer satisfaction and ensure concerns are resolved within defined TAT/SLA.
Prepare escalation reports and share key trends and insights with management.





Requirements:
14 years of experience in Customer Support, Customer Success, Escalation Management, or related roles.
Excellent verbal and written communication skills.
Solid problem-solving and conflict-resolution abilities.
Ability to handle difficult customers and high-pressure situations professionally.
Strong coordination and stakeholder-management skills.
Valuable analytical and decision-making abilities.
Proficiency in MS Excel and CRM tools is preferred.

What We Offer:
Competitive salary package
Performance-based incentives
Growth opportunities opportunities
Employee recognition & rewards
Learning and development opportunities
Supportive and collaborative work environment
Exposure to diverse customer and business operations

Who We’re Looking For:

Someone who doesn't just handle escalations — but owns them, solves them, and turns challenging customer interactions into positive experiences.

📌 Customer Resolution Expert Chennai
🏢 India Filings
📍 Chennai