Executive - Escalation Expert (Consumer Durable)

16 hours ago

Noida, Uttar Pradesh, India 3cb02cb1-152f-499f-90aa-760daf60eff7 Full time ₹ 4,00,000 - ₹ 6,00,000 per year

Role & responsibilities

  • Make outbound and inbound calls to customers to address queries, complaints, and service requests.
  • Handle and resolve customer escalations with empathy, clarity, and a solution-oriented approach.
  • Coordinate with internal teams (service centers, logistics, technical teams, etc.) to ensure timely resolution of customer issues.
  • Track, document, and update escalation cases in the system with accuracy.
  • Follow up with customers to provide status updates and ensure closure of escalated cases.
  • Analyze recurring escalation patterns and share insights for process improvement.
  • Maintain high levels of customer satisfaction through effective communication and service delivery

Preferred candidate profile

  • 4- 5 years of experience in service operations, preferably in the Consumer Durables industry.
  • Prior experience in customer calling (inbound/outbound) is mandatory.
  • Strong experience in handling customer escalations end-to-end.
  • Excellent communication and interpersonal skills.
  • Problem-solving skills with the ability to work under pressure.
  • Good knowledge of service workflows and customer grievance processes.
  • Ability to multitask, prioritize, and manage time effectively.

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