Senior Escalation Executive

2 weeks ago

Bengaluru, Karnataka, India Whizdm Innovations Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Summary: Senior Escalation Executive

We are seeking a Senior Escalation Executive to manage and resolve high-priority customer complaints and escalations. The ideal candidate will be responsible for driving resolution across internal teams, ensuring customer satisfaction, and continuously improving the escalation process.

Key Responsibilities:

  • Own and manage Level 2/3 customer escalations received via email, social media, or call center.
  • Analyze root causes and coordinate with cross-functional teams (Tech, Ops, Product, Finance) for swift resolution
  • Maintain TAT and quality SLAs for escalated tickets
  • Provide clear, empathetic, and professional communication to customers throughout the resolution process
  • Identify recurring issues and work with internal teams to propose process or product improvements
  • Log, track, and report escalation trends and performance metrics to stakeholders
  • Support training and mentoring of junior support agents on handling sensitive cases
  • Work closely with QA and Training teams to align on customer experience standards
  • Handle VIP, regulatory, and legal escalations with confidentiality and maturity

Key Requirements:

  • Graduate in any discipline; preferred: specialization in business, communication, or related fields
  • 2 - 4 years of experience in customer support with at least 1-2 years handling escalations or complaints
  • Strong verbal and written communication skills in English and Hindi
  • Ability to handle irate customers with calm and professionalism
  • Exposure to tools like Zendesk, Freshdesk, Salesforce, or any CRM
  • Analytical mindset with strong problem-solving skills
  • Willingness to work in a fast-paced, customer-first environment

Preferred Qualifications:

  • Experience in BFSI / FinTech customer support
  • Experience from compliance or regulatory sector industry

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