Senior Escalation Executive

Moneyview Limited

2 - 4 years

3 - 4 Lacs

Bengaluru

Posted:1 week ago| Platform:

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Skills Required

Escalation Management Complaint Management Root Cause Analysis Customer Satisfaction CSAT Strong Communication Skills CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary: Senior Escalation Executive

Senior Escalation Executive

Key Responsibilities:

Own and manage
Level 2/3 customer escalations
received via email, social media, or call center.
Analyze root causes and coordinate with cross-functional teams (Tech, Ops, Product, Finance) for swift resolution
Maintain
TAT and quality SLAs
for escalated tickets
Provide clear, empathetic, and professional communication to customers throughout the resolution process
Identify recurring issues and work with internal teams to propose process or product improvements
Log, track, and report escalation trends and performance metrics to stakeholders
Support training and mentoring of junior support agents on handling sensitive cases
Work closely with QA and Training teams to align on customer experience standards
Handle VIP, regulatory, and legal escalations with confidentiality and maturity

Key Requirements:

Graduate in any discipline; preferred: specialization in business, communication, or related fields
25 years
of experience in customer support with
at least 1–2 years
handling escalations or complaints
Strong verbal and written communication skills in English (regional language proficiency is a plus)
Ability to handle irate customers with calm and professionalism
Exposure to tools like Zendesk, Freshdesk, Salesforce, or any CRM
Analytical mindset with strong problem-solving skills
Willingness to work in a fast-paced, customer-first environment
Flexibility to work in rotational shifts (if applicable)

Preferred Qualifications:

Experience in
BFSI / FinTech / E-commerce / Telecom / SaaS
customer support
Experience from compliance or regulatory sector industry

More Jobs at Moneyview Limited

Senior Escalation Executive

Bengaluru

2.0 - 4.0 yrs

INR 3 - 4 Lacs

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