Senior Executive - Escalation

Key Responsibilities

• Handle critical and high-priority customer escalations across contact center channels.
• Manage highly irate customers with empathy, patience, and effective communication.
• Take end-to-end ownership of escalated cases and ensure timely resolution.
• Coordinate with internal teams such as Logistics, Finance, Warehouse, and Product to resolve complex issues.
• Handle sensitive cases involving refunds, returns, deliveries, product concerns, and repeated customer complaints.
• Identify the root cause of escalations and highlight recurring issues to relevant stakeholders.
• Maintain high customer satisfaction while ensuring adherence to company policies and processes.
• Ensure proper documentation and timely follow-ups on all escalation cases.

Required Skills & Experience

• Minimum 1 year of experience in customer escalations within a contact center or customer service setup.
• Experience handling critical complaints and highly irate customers.
• Strong verbal and written communication skills.
• Excellent problem-solving, conflict-resolution, and decision-making abilities.
• Ability to manage challenging situations while maintaining professionalism.
• Strong ownership, attention to detail, and a customer-first approach.

Preferred Skills

• Experience in e-commerce, D2C, or consumer brands.
• Familiarity with CRM and ticketing tools such as Freshdesk, Zendesk, or similar platforms.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Escalation resolution TAT
• Quality and process adherence
• Reopen and repeat escalation rate
• Customer complaint resolution and ownership