Email Escalation / Customer Service Handling (L2)

Hiring: Customer Service Executive Email Escalations (L2)

Company: Hexaware Technologies

Process: Email Escalation Desk

Job Location: Navi Mumbai

Department: Customer Service / Operations

Process Type: Blended (80% Backend / Email Support, 20% Calls)

Qualification: HSC / Graduate

Experience: Minimum 6 months of relevant Email Escalation experience

Job Description

Hexaware Technologies is looking for customer-focused professionals to join our Email Escalation Desk. The ideal candidate should have hands-on experience handling customer complaints, email escalations, and Level 2 (L2) escalated cases within a Customer Service environment.

The role primarily involves backend and email-based support, with limited calling responsibilities. Candidates must demonstrate excellent communication skills, strong problem-solving abilities, and a customer-centric approach.

Roles and Responsibilities

• Handle Level 2 (L2) customer complaints and escalations through email and other support channels.
• Investigate complex customer issues and provide accurate, timely, and appropriate resolutions.
• Draft professional, clear, and grammatically correct email responses.
• Manage escalated cases while maintaining service quality and resolution timelines.
• Coordinate with internal teams and relevant stakeholders to resolve customer concerns.
• Analyze customer complaints, identify the root cause, and recommend suitable solutions.
• Maintain accurate case documentation, escalation records, and follow-up updates.
• Handle customer calls professionally whenever required as part of the blended process.
• Follow defined process guidelines, escalation matrices, quality standards, and service-level agreements (SLAs).
• Ensure a positive customer experience through effective communication and timely resolution.

Required Skills and Eligibility

• HSC / 12th Pass or Graduate in any discipline.
• Minimum 6 months of experience in Email Escalations within a Customer Service department.
• Prior experience handling customer complaints and Level 2 escalations is required.

How to Apply

Interested candidates who meet the above requirements can share their updated resume using the contact details below.

Recruiter Contact: Twinkle More

Company: Hexaware Technologies

Email: [email removed]

Contact Number: [phone removed]

Candidates with relevant Email Escalation and L2 Customer Complaint Handling experience are encouraged to apply.