Escalation Manager – Job Description
Location: Chennai
Industry: Interior Design & Home Interiors
Experience Required: 5+ Years
About the Role
We are looking for a highly proactive and customer-focused Escalation Manager to manage critical customer concerns and ensure timely resolution across projects. The ideal candidate will act as a bridge between customers, operations, design, execution, and leadership teams to drive customer satisfaction and maintain service excellence throughout the project lifecycle.
The role requires strong stakeholder management, problem-solving ability, ownership mindset, and experience in handling escalations in a fast-paced customer-centric environment like home interiors, fit-outs, or real estate services.
Key Roles & Responsibilities:
- Handle high-priority customer escalations across sales, design, execution, delivery, quality, and service-related concerns.
- Act as a single point of contact for escalated customers and ensure resolution within defined timelines.
- Coordinate with internal teams including Design, Sales, Operations, Procurement, CRM, and Project Management for quick issue closure.
- Track and monitor escalated cases through structured follow-ups and regular status updates.
- Drive customer satisfaction and retention by ensuring professional communication and solution-oriented handling.
- Identify root causes of recurring escalations and work with stakeholders on preventive action plans.
- Maintain escalation dashboards, MIS reports, TAT tracking, and resolution metrics.
- Ensure adherence to company SOPs, service standards, and customer experience benchmarks.
- Conduct regular reviews with internal stakeholders to improve project delivery and customer experience.
- Support leadership with escalation insights, trend analysis, and process improvement recommendations.
- Manage critical situations calmly and professionally while balancing customer expectations and business goals.
Desired Candidate Profile:
- 5+ years of experience in Escalation Management, Customer Experience, CRM, Client Servicing, or Operations.
- Prior experience in Interior Design, Home Interiors, Fit-Out, Real Estate, or Consumer Service industry preferred.
- Strong communication, conflict resolution, and stakeholder management skills.
- Ability to manage multiple critical cases simultaneously with high ownership.
- Strong analytical and reporting skills with attention to detail.
- Proficient in CRM tools, Excel, MIS reporting, and escalation tracking systems.
- Customer-first mindset with strong problem-solving abilities.
- Ability to work in a fast-paced and target-driven environment.
Qualification:
- Bachelor's degree in Business Administration, Operations, Management, or related field.
- What We're Looking For
- Strong ownership mindset
- Excellent interpersonal and negotiation skills
- Process-driven approach
- Ability to handle pressure situations effectively
- High emotional intelligence and customer empathy
