Escalation Officer

3 weeks ago

Navi Mumbai, India Velox Solutions Full time

The Escalation Officer is responsible for handling and resolving customer/partner escalations efficiently, ensuring timely communication, and coordinating with internal teams to deliver effective solutions. The role requires strong problem-solving, communication, and stakeholder management skills to maintain customer satisfaction and protect business interests.

Key Responsibilities:


• Act as the primary point of contact for escalated issues.


• Analyze problems, identify root causes, and coordinate resolutions.


• Liaise with internal teams (sales, operations, support) to close escalations on time.


• Maintain records of escalations and prepare reports for management.


• Ensure customer concerns are addressed with professionalism and urgency.

Requirements:


• Bachelors degree or equivalent experience.


• 9-10years' experience in customer service, operations, or escalation management.


• Strong communication, negotiation, and conflict-resolution skills.


• Ability to work under pressure and handle critical situations.

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