Escalation Executive

Role & responsibilities

• Handle customer and operational escalations through calls, emails, and other communication channels.
• Take ownership of escalated cases and ensure timely resolution within defined timelines.
• Coordinate with internal teams and stakeholders to investigate issues and drive resolutions.
• Maintain regular communication with customers and provide timely updates on their concerns.
• Identify the root cause of recurring issues and highlight trends to relevant stakeholders.
• Maintain accurate records of escalations, resolutions, and turnaround times.
• Follow up with relevant teams to ensure closure of pending cases.
• Escalate critical or unresolved issues to the appropriate stakeholders when required.
• Work closely with Operations, Customer Support, and other cross-functional teams to improve the overall customer experience.
• Share insights and recommendations to help reduce recurring escalations and improve processes.

Preferred candidate profile

• 13 years of experience in Customer Support, Escalation Management, Customer Experience, Operations, or a similar role.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to handle difficult conversations and challenging situations professionally.
• Strong ownership and follow-up skills.
• Ability to work in a fast-paced and dynamic environment.
• Good stakeholder and cross-functional coordination skills.
• Comfortable working with Excel or Google Sheets for tracking and reporting.
• Experience in a startup, hyperlocal, e-commerce, or customer-focused organisation will be an added advantage.