Senior Executive _ Customer Escalations , Email and Chat

Role & responsibilities

We are hiring a Senior Executive Customer Escalations to manage and resolve high-priority customer complaints and escalations received through internal escalation channels.

The role requires strong communication, problem-solving and stakeholder management skills, along with the ability to handle sensitive customer cases, coordinate with multiple internal teams and ensure timely and effective resolution.

Key Responsibilities

• Handle and resolve customer complaints and escalations received through various internal escalation channels via calls and emails.
• Investigate customer issues, understand the root cause and provide appropriate resolutions within defined timelines.
• Coordinate with cross-functional teams such as Operations, Customer Service, Risk, Collections, Product and other relevant departments for resolution of complex cases.
• Ensure timely closure of escalated cases while maintaining a high standard of customer experience.
• Communicate the final resolution/decision to customers clearly and professionally.
• Exercise sound judgement while handling exception servicing requests on a case-to-case basis, wherever applicable.
• Follow defined SOPs, policies, processes and compliance guidelines while handling customer escalations.
• Maintain required productivity, quality and operational hygiene parameters.
• Drive first-contact resolution and minimize avoidable escalations through effective issue resolution.
• Identify recurring customer issues and proactively highlight process gaps and improvement opportunities.
• Maintain accurate case documentation and ensure all required records are updated.
• Participate in regular process/product training and knowledge assessments.
• Contribute towards improving customer retention through best-in-class service experience.
• Ensure adherence to defined Turnaround Time (TAT) and quality standards.

Key Performance Indicators / Measures of Success

• Cases processed per day
• Service Quality Score
• First Contact Resolution / Back-Office Resolution Rate
• Escalation Resolution TAT
• Customer Retention Rate
• Customer Satisfaction / Voice of Customer
• Process & Compliance Adherence
• Quality and Productivity Targets
• Training / Knowledge Assessment Scores
• Reduction in Avoidable Escalations

Required Skills

• Strong verbal and written communication skills.
• Good complaint handling and customer escalation management experience.
• Strong problem-solving and analytical skills.
• Excellent customer orientation and ability to handle difficult conversations.
• Good stakeholder management and cross-functional coordination skills.
• Ability to work under pressure and manage multiple customer cases simultaneously.
• Proficiency in MS Office, particularly Excel, Word and Outlook.
• Good understanding of customer service processes, escalation management and service TATs.

Qualification

• Graduate in any discipline.

Preferred Experience / Industry

Candidates with experience in:

• Credit Card / Banking / BFSI
• Customer Service / Customer Experience
• Complaint & Escalation Management
• Financial Services
• Retail Banking
• Contact Centre / Back-office Operations

Preferred candidate profile

The ideal candidate should have experience in handling customer complaints and escalations, preferably within the credit card, banking or BFSI industry. The person should be comfortable interacting with customers over calls and emails, coordinating with internal stakeholders and taking ownership of cases until final resolution.