Escalation Manager – Interior Projects

2 weeks ago

Baner, Maharashtra, India Muks Robotics – The AI Robotics Company Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title: Escalation Manager Interior Projects

Department: Operations / Customer Experience

Location: Baner, Pune

Reports To: Head of Operations / Client Servicing Lead

Job Type: Full-Time

Job Summary

We are hiring an experienced Escalation Manager to handle client grievances and project-related escalations in a structured and time-sensitive manner. The ideal candidate will have a background in project coordination or client servicing within the interior design or construction industry and a strong focus on customer satisfaction and operational efficiency.

Key Responsibilities

  • Act as the central point of contact for all customer escalations across interior projects.
  • Evaluate the nature and urgency of escalations and assign them to the appropriate internal teams.
  • Coordinate with design, procurement, project execution, and installation teams to resolve issues.
  • Communicate timely updates and resolution plans to clients and senior stakeholders.
  • Maintain documentation and logs of escalated issues and their resolution status.
  • Conduct root cause analysis and work with relevant departments to implement preventive measures.
  • Build trust and retain client confidence by resolving issues with empathy and professionalism.
  • Track escalation trends and generate improvement reports for management.

Qualifications & Skills

  • Bachelors degree in Interior Design, Architecture, Engineering, or Business.
  • 46 years of experience in client servicing, project coordination, or operations within the interiors or construction field.
  • Strong interpersonal and conflict resolution skills.
  • Excellent verbal and written communication abilities.
  • Ability to handle pressure and multitask across projects.
  • Familiarity with project management tools, CRM, or ERP systems is a plus.

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