Escalation Executive

Handle and resolve customer escalations within defined timelines. Investigate complex customer issues and identify appropriate resolutions. Coordinate with internal teams to drive timely closure of escalated cases. Maintain accurate records and documentation of escalations. Identify recurring issues and highlight trends for process improvement. Ensure adherence to company policies, processes, and service-level agreements. Communicate effectively with customers and internal stakeholders. Support the team in reducing repeat escalations and improving customer satisfaction.

Responsibilities

• Handle and resolve customer escalations within defined timelines.
• Investigate complex customer issues and identify appropriate resolutions.
• Coordinate with internal teams to drive timely closure of escalated cases.
• Maintain accurate records and documentation of escalations.
• Identify recurring issues and highlight trends for process improvement.
• Ensure adherence to company policies, processes, and service-level agreements.
• Communicate effectively with customers and internal stakeholders.
• Support the team in reducing repeat escalations and improving customer satisfaction.

Experience

• Work Experience . 2-4 years.

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