Escalation Desk Executive/Senior Executive

2 weeks ago

Delhi Gurugram NCR New Delhi, India Global Assure Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Job Description: Escalation Desk Executive/Senior Executive

Location: Gurgaon (Work from Office)

Function: Customer Service / Service Excellence

Reporting To: Manager Customer Service / Operations

About Global Assure

Global Assure is a comprehensive Value-Added Services (VAS) partner, empowering NBFCs, OEMs, and businesses to create deeper customer loyalty by offering assurance beyond products. With a strong foundation in Automobile Roadside Assistance (RSA) and extended services like Warranty, Travel Assistance, Health Assistance, and more, we are committed to trust, reliability, and service excellence.

Role Overview

The Escalation Desk acts as the final resolution point for customer grievances and client concerns. While the desk covers all VAS, the majority of cases are linked to Automobile RSA services, requiring speed, empathy, and precise coordination to ensure customer safety and satisfaction. This role is critical to safeguarding Global Assure's brand promise of timely support, trust, and care.

Key Responsibilities

Serve as the single point of contact for escalated cases from customers, clients, and internal teams—primarily linked to RSA breakdowns, towing, or service gaps.

Ensure urgent resolution of RSA-related escalations where customer distress may be high, especially in breakdown/accident scenarios.

Coordinate with on-ground vendors, towing partners, workshops, and the Alarm Center team to drive case closures.

Maintain a high standard of empathy and assurance communication with customers during distress.

Track and document all escalations, perform root cause analysis, and provide feedback for process improvement.

Share periodic escalation reports with insights on repeat issues, vendor/service performance, and improvement plans.

Support leadership in client reviews with RSA case studies and closure data.

Escalate critical/high-impact issues to senior management with recommended action.

Key Skills & Competencies

Strong problem-solving and analytical ability with presence of mind in high-pressure RSA situations.

Excellent communication skills (calm, empathetic, and reassuring).

Good knowledge of RSA processes, vendor coordination, and client expectations.

Proficiency in CRM systems and escalation tracking.

Ability to handle sensitive cases tactfully, balancing customer satisfaction and business priorities.

Strong stakeholder management across internal teams, partners, and clients.

Qualifications & Experience

Graduate/Post-Graduate in any stream.

2–6 years of experience in Customer Service / Escalation Desk, preferably in Automobile RSA, Insurance, BFSI, or Service Industry.

Experience in handling escalations in high-sensitivity, time-bound service environments is an advantage.

What We Offer

Opportunity to contribute to India's growing RSA & VAS ecosystem.

Exposure to high-impact client interactions and real-world service challenges.

A collaborative and growth-oriented work culture.

Competitive salary and performance-driven growth opportunities.

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