Escalation Specialist

6 days ago

bangalore, India ACKO Full time

ABOUT USACKO is the protection destination for over 200 million tech-savvy families across India, protecting their families, assets and money. Launched in 2016, ACKO started by reimagining insurance, making it simple, hassle-free and customer-first. Today, our mission goes beyond that: we aim to touch the lives of 1 million users, building products that solve real-world problems with technology at the core.We are not just another insurance company, our DNA is product-tech, and our approach is bold, innovative, and digital-first. From zero commission, zero paperwork, and instant renewals to same-day claims settlements and app-based tracking, ACKO is a Welcome Change from traditional insurers.But what truly sets us apart? Our people. At ACKO, every Acker's voice and ideas matter. We're a vibrant, inclusive team of creators, thinkers, and doers, building products that redefine protection while ensuring each Acker grows, thrives and does meaningful work.Join us at ACKO, where bold ideas, real impact and tech-driven innovation redefine protection and peace of mind - and where YOU can make a real difference in people's lives. ACKO is a product-tech company, launched in 2016, solving real-world problems for customers, starting with insurance. And as a customer-first organization serving the digitally-savvy, ACKO's value proposition of ʻWelcome Change' focuses on offerings that make insurance simple and hassle-free With features such as zero commission, zero paperwork, instant renewal, same-day claim settlements, and app-based updates on claims, ACKO is a 'Welcome Change' from traditional insurers.Having said that, we are not just another conventional insurance firm, or the people consulted solely for "claims" Anchored in a tech-centric philosophy, ACKO's approach fuels innovation, empowering us to develop comprehensive products that cater to every aspect of our customers' insurance requirements. And while we are at it, we put our Ackers at the heart of everything we do. We're not your typical 9-to-5 workplace; we're a vibrant and inclusive bunch of innovators and creators making sure every Acker's idea matters, their voice is heard, and their growth is part of our mission.About JobThe Escalation Desk Executive is responsible for managing high-priority customer escalations across service lines. The role requires prompt acknowledgment, in-depth analysis, and timely resolution of escalated cases through close coordination with internal stakeholders. The primary objective is to drive customer satisfaction by resolving concerns with speed, accuracy, and professionalism.Skills & QualificationMust be a graduate from any streamStrong communication and interpersonal skillsProblem-solving mindset with a sense of urgencyAbility to multitask and work under pressureCollaborative approach with effective stakeholder managementResponsibilitiesManage and respond to customer escalations received via email, phone, or official portalsCollaborate with internal teams (Claims, Operations, Legal, Tech, etc.) to gather inputs and ensure quick resolutionEnsure all escalations are addressed within defined turnaround times (TAT)Provide clear, professional, and empathetic communication to customers regarding case status and resolutionMaintain proper documentation and case summaries for each escalationAct as a liaison between customers and internal departments to ensure timely closure and high service quality

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