Escalation Specialist (Immediate Joiner)

About This Role

Mandatory details/Skills:

• Handle and resolve escalated customer complaints received from the call center.
• Act as the primary point of contact for high-priority or sensitive customer issues.
• Investigate complaints thoroughly by coordinating with internal departments (sales, service, logistics, etc.).
• Ensure timely resolution of cases while maintaining high customer satisfaction levels.
• Maintain accurate records of escalations, actions taken, and resolutions in CRM systems.
• Monitor escalation trends and provide insights to improve processes and reduce repeat issues.
• Communicate professionally with customers, keeping them informed throughout the resolution process.
• Ensure all cases are handled in line with company policies and service standards.
• Support continuous improvement initiatives by identifying gaps in customer service processes.