Escalation Customer Service

3 weeks ago

Andheri, India Shaadi Full time

Service Recovery Executive (Escalation) at , you will be responsible for handling escalated customer complaints and resolving complex issues efficiently. Your primary role will be to address concerns that regular support teams could not resolve, ensuring that customers have a positive experience and that any service issues are promptly corrected.

Key Responsibilities

  • Handle and resolve escalated customer inquiries and complaints.

  • Investigate and analyze the root cause of customer issues and provide effective solutions.

  • Maintain detailed records of escalated cases, including communication, issue resolution, and feedback.

  • Coordinate with various internal departments (customer service, technical, sales, etc.) to resolve issues efficiently.

  • Provide exceptional customer service by ensuring timely follow-ups and keeping customers updated about the status of their case.

  • Ensure adherence to company policies and escalate unresolved issues to higher management when necessary.

  • Work towards maintaining and improving customer satisfaction ratings.

  • Prepare reports and document all cases for future reference and improvements.

Required Qualifications

  • Minimum education: 12th pass (Higher Secondary).

  • At least 1 year of experience in customer service, handling escalations, or a similar role.

  • Excellent communication skills in English and Hindi (verbal and written).

  • Strong problem-solving and conflict-resolution abilities.

  • Ability to work under pressure and manage multiple escalations simultaneously.

  • Good knowledge of CRM systems and the ability to document cases efficiently.

  • Strong attention to detail and a customer-centric approach.

If you are a problem-solver with excellent communication skills and can handle escalations professionally, we would love to have you on board Apply today to be part of the team

Job Types: Full-time, Permanent

Pay: ₹33, ₹35,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund

Education:

  • Higher Secondary(12th Pass) (Preferred)

Experience:

  • Escalation: 1 year (Required)

Language:

  • English (Preferred)

Work Location: In person

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