Escalation Executive

Job Title: L2 Support Executive - Customer Support

Location: Maruti Onyx Floor 3, Opposite to Tata Show room, Brookefields Road, Doddanekundi, Phase 2, Garudachar Palya, Mahadevapura, Bengaluru, Karnataka 560048

Experience: Relevant Experience Range _ 2- 6Years

About the Role
We are looking for a highly capable and empathetic L2/L3 Support Executive to join our Customer Support team. Your primary responsibility will be to manage and resolve complex customer issues and complaints that have been escalated past initial support levels. You will serve as the crucial point of contact for customers requiring in-depth assistance, ensuring their concerns are resolved promptly and effectively.

Key Responsibilities

• Act as the primary point of contact for escalated customer issues and I-Rated Customer issues and complaints.
• Investigate and analyze escalated cases to determine root causes and formulate effective, long-term solutions.
• Collaborate closely with internal teams, including Technical Support, Sales, and Operations, to ensure rapid resolution of customer issues.
• Communicate with customers in a professional and empathetic manner to de-escalate situations and deliver satisfactory resolutions.
• Maintain detailed and accurate records of all escalated cases, including customer interactions, actions taken, and resolutions achieved.
• Provide actionable feedback to management regarding recurring issues and recommend process improvements to prevent future escalations.
• Monitor customer satisfaction metrics and proactively address any negative feedback or emerging trends.
• Stay updated on all product features, updates, and industry trends to effectively assist customers and address their concerns.

Required Qualifications & Skills

• Bachelor's degree in Business Administration, Communications, or a related field (preferred).
• Proven, hands-on experience in a customer support role, with a dedicated focus on handling escalations.
• Excellent communication skills, both written and verbal, with a strong ability to convey empathy and clarity.
• Exceptional problem-solving skills and the capacity to think critically and perform effectively under pressure.
• Demonstrated ability to remain calm and composed in high-stress situations to effectively de-escalate customer issues.
• Ability to work collaboratively with cross-functional teams to achieve common goals.
• Flexibility to work shifts, including evenings, weekends, and holidays, as business needs require.

Email : [email removed]