Job Title: Escalation Specialist
Location: Mohali, Sector 67, Punjab
Job Type: Full-Time
Experience: 1–4 Years
Shift: Rotational UK Shifts
Job Summary
We are seeking a proactive and customer-focused Escalation Specialist to join our team in Mohali, Sector 67. The ideal candidate will be responsible for managing and resolving customer escalations, coordinating with internal departments, and ensuring timely resolution of complex issues while maintaining high customer satisfaction levels.
Key Responsibilities
- Act as the primary point of contact for customer escalations and critical service issues.
- Investigate, analyze, and resolve complex customer concerns within defined SLAs.
- Coordinate with operations, technical support, quality, and management teams to expedite issue resolution.
- Maintain regular communication with customers regarding the status and progress of escalated cases.
- Document escalation details, root causes, actions taken, and final resolutions accurately.
- Identify recurring issues and recommend process improvements to reduce future escalations.
- Prepare escalation reports and provide updates to stakeholders and leadership.
- Ensure adherence to company policies, quality standards, and customer service guidelines.
- Monitor high-priority cases and drive them to closure in a timely manner.
Required Qualifications
- Bachelor's degree in any discipline preferred.
- 1–4 years of experience in customer support, escalation management, complaint handling, or client services.
- Excellent verbal and written communication skills in English.
- Strong problem-solving, analytical, and decision-making abilities.
- Ability to manage multiple cases simultaneously in a fast-paced environment.
- Proficiency in CRM tools, ticketing systems, and Microsoft Office applications.
- Strong stakeholder management and conflict-resolution skills.
Preferred Skills
- Experience working in BPO, IT services, e-commerce, telecom, or customer support environments.
- Knowledge of SLA management and incident/escalation processes.
- Ability to remain calm and professional while handling challenging customer situations.
- Strong attention to detail and documentation skills.
What We Offer
- Competitive salary package
- Performance-based incentives
- Career growth and development opportunities
- Supportive and collaborative work environment
- Health and wellness benefits (as applicable)
How to Apply
Interested candidates can apply through Indeed or send their updated resume to the HR team.
Job Type: Full-time
Location: Sector 67
Industry: Logistics & Supply Chain / Customer Service
Pay: ₹300,000.00 - ₹360,000.00 per year
Benefits:
- Commuter assistance
- Flexible schedule
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
