Escalation Executive- Retail Sector- Lower Parel, Mumbai
1 day ago
Location: Lower Parel, Mumbai
Work Type: Full-time (On-site)
Department: Customer Experience / Service
As an Escalation Executive, you will handle and resolve complex customer issues escalated from front-line teams, ensuring customer satisfaction and maintaining service quality standards. You'll act as the bridge between customers, operations, and management, driving quick resolutions and process improvements.
Key Responsibilities:- Handle customer escalations via calls, emails, and social media with empathy and professionalism.
- Investigate issues, coordinate with internal teams (store, logistics, finance, product, etc.), and ensure timely resolutions.
- Track and analyze recurring complaints to identify root causes and suggest preventive measures.
- Maintain detailed case logs and generate daily/weekly escalation reports.
- Ensure SLAs and quality standards are consistently met.
- Support training initiatives by sharing insights and feedback from escalations.
- Work closely with the Customer Experience Manager to enhance service processes and policies.
- Bachelor's degree in any discipline (Commerce / Business / Arts preferred).
- 2–5 years of experience in customer service or escalation management (preferably in retail, e-commerce, or FMCG).
- Strong understanding of customer support operations and escalation workflows.
- Excellent verbal and written communication skills.
- Empathy, patience, and problem-solving attitude.
- Ability to handle high-pressure situations with professionalism.
- Proficient in MS Office and CRM tools
- Analytical mindset and attention to detail.
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