Customer Escalation Executive

About the Role

GoMechanic is seeking a Customer Escalations Executive to join our team and manage customer concerns that have not been resolved through standard support channels. The ideal candidate will have excellent communication skills, be solution-oriented, and possess the ability to handle high-pressure situations with professionalism and empathy. Immediate Joiner

Location: Corporate office, 6th Floor, Tower A, Spaze iTech Park, Sohna - Gurgaon Rd, Block S, Sector 49. Gurugram, Haryana 1zzo18

Shift and working hours: 9 hour shift with 6 days working and roaster off

Roles and responsibilities:

• Handle and resolve escalated customer complaints or issues that have been referred by front-line support teams.
• Communicate with customers via phone, email, or chat to understand their concerns and provide timely solutions.
• Collaborate with internal departments(e.g., Operations, technical support) to address and resolve complex issues.
• Follow up with customers to ensure their concerns are fully addressed and they are satisfied with the resolution.
• Maintain a detailed record of customer interactions, feedback, and escalations for future reference.
• Develop and implement strategies to prevent future escalations by identifying recurring issues.
• Provide regular reports on escalated cases, resolutions, and customer satisfaction metrics.
• Stay informed about product updates, services, and company policies to offer accurate solutions.

Skills:

• Bachelor's degree in relevant field is a must.
• Excellent verbal communication skills in both Hindi and English
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Empathy and patience when dealing with upset or frustrated customers
• Prior experience in the Customer Escalations domain is a plus