Job Summary
Liscom Solutions and Services Pvt. Ltd. is looking for a Zonal Escalation Desk Executive to handle and coordinate customer and operational escalations for the Vodafone Idea Limited (Vi) process.
The Executive will be responsible for receiving, tracking, coordinating, and resolving escalated complaints within the defined SLA/TAT. The role requires excellent communication, customer-handling, follow-up, and problem-solving skills.
Key ResponsibilitiesEscalation Handling
- Receive and manage escalated customer complaints and service-related issues.
- Understand the nature of the escalation and identify the appropriate resolution.
- Ensure all escalations are properly logged and updated in the respective system.
- Follow up with concerned departments until complete resolution.
- Ensure escalations are resolved within the defined TAT and SLA.
- Handle high-priority and sensitive customer complaints professionally.
- Provide accurate and timely updates to customers and concerned teams.
Coordination & Follow-up
- Coordinate with Vodafone Idea teams and internal departments for resolution of escalated cases.
- Liaise with Customer Care, Sales, Retail, Billing, Technical Support, Backend, and other relevant teams.
- Maintain regular follow-up on pending escalations.
- Escalate unresolved or critical cases to the reporting manager within the required timeframe.
- Ensure proper closure of cases after confirmation of resolution.
Customer Service
- Communicate professionally with customers regarding their complaints and concerns.
- Demonstrate patience and empathy while handling difficult or dissatisfied customers.
- Provide clear and accurate information without making unauthorized commitments.
- Focus on achieving customer satisfaction while following process guidelines.
SLA & TAT Monitoring
- Monitor the status of assigned escalations and ensure timely resolution.
- Identify cases approaching SLA/TAT breach and take immediate action.
- Maintain proper records of pending, resolved, and ageing cases.
- Ensure no escalation remains unattended or without appropriate follow-up.
Reporting & Documentation
- Maintain accurate escalation records and case documentation.
- Prepare daily and periodic escalation status reports.
- Track escalation volumes, resolution status, and pending cases.
- Share important or recurring issues with the reporting manager.
- Maintain proper documentation of major escalations and their resolutions.
Root Cause & Process Improvement
- Identify recurring customer complaints and operational issues.
- Assist the team in identifying the root cause of repeated escalations.
- Highlight process gaps and recurring issues to the concerned team.
- Suggest improvements to reduce repeat escalations and improve customer experience.
Quality & Compliance
- Follow Vodafone Idea process guidelines, SOPs, and quality standards.
- Maintain confidentiality of customer and business information.
- Ensure accurate information is entered into the relevant systems.
- Adhere to company policies, attendance requirements, and operational procedures.
- Maintain professional conduct while dealing with customers and stakeholders.
Key Performance Indicators (KPIs)
- Escalation Resolution TAT
- SLA Adherence
- Escalation Closure Rate
- Pending / Ageing Escalations
- Repeat Escalation Rate
- Customer Satisfaction
- Quality Score
- Accuracy of Case Updates
- Productivity
- Process Compliance
Required Skills & Competencies
- Excellent verbal and written communication skills.
- Good customer-handling and interpersonal skills.
- Strong follow-up and coordination abilities.
- Good problem-solving and analytical skills.
- Ability to remain calm while handling difficult customers.
- Good knowledge of MS Office, particularly Excel and Word.
- Basic knowledge of SLA, TAT, escalation management, and customer service processes.
- Ability to multitask and prioritize urgent cases.
- Strong attention to detail.
- Ability to work effectively under pressure.
Educational Qualification
- Bachelor's degree in any discipline.
- Candidates with relevant BPO, customer service, or telecom experience will be preferred.
Experience
- Minimum 1 year of experience in BPO, Customer Service, Telecom, Escalation Management, or Operations.
- Experience handling customer complaints or escalations will be an advantage.
- Prior experience in a Vodafone Idea / Telecom process will be preferred.
Work Requirements
- Willingness to work in shifts based on business requirements.
- Ability to handle high-volume escalations.
- Flexibility to coordinate with multiple departments.
- Ability to meet strict SLA and TAT requirements.
- Should maintain professionalism and confidentiality at all times.
Ideal Candidate
The ideal candidate should be customer-focused, proactive, patient, and solution-oriented, with strong communication and follow-up skills. The candidate should be capable of taking ownership of escalated cases and ensuring timely resolution while maintaining excellent customer service standards.
Pay: From ₹15,000.00 per month
Benefits:
- Flexible schedule
- Health insurance
- Provident Fund
Work Location: In person
