Senior Escalation Executive

2 - 4 years

3 - 4 Lacs

Posted:1 week ago| Platform: Naukri logo

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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

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