Career Growth Opportunity for Escalations Specialist

1 day ago

Dindigul, Tamil Nadu, India beBeeEscalations Full time ₹ 10,00,000 - ₹ 20,00,000
Escalations Manager Job Description

We are seeking an experienced and proactive Escalations Manager to join our team. The successful candidate will handle post-sales operations, customer escalations from learners and internal teams, work cross-functionally to resolve them, and improve overall satisfaction and efficiency.

Key Responsibilities:

  • Act as the final point of contact for unresolved learner and client complaints/escalations.
  • Analyze root causes of issues and implement preventive measures.
  • Closely collaborate with sales, delivery, tech, and support teams to ensure fast resolution.
  • Maintain escalation metrics, generate reports, and present trends to leadership.
  • Build and maintain a knowledge base of common issues and best practices.
  • Monitor SLAs and ensure adherence to resolution timelines.
  • Handle high-pressure situations with empathy, clarity, and professionalism.
  • Improve internal SOPs to minimize future escalations.
Required Skills and Qualifications
  • 2-4 years of experience in call escalations in the EdTech industry.
  • Strong communication and conflict-resolution skills.
  • Ability to multitask and manage time effectively under pressure.
  • Proficiency in tools like Excel, CRM platforms (Freshdesk/Zendesk), and ticketing systems.
  • Analytical mindset with a strong customer-first approach.
  • Experience working in a 6-day operational setup is a plus.
Benefits

Our company offers competitive salaries based on your last drawn CTC with a standard hike, aligned with company policy and experience.

How to Apply

Click on the link below to apply:

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