Job Summary:
We are looking for a proactive and detail-oriented Escalation Specialist to manage and resolve complex customer queries and issues within the real estate domain. The role involves acting as the final point of contact for escalated cases, ensuring timely resolution, customer satisfaction, and process improvement.
Key Responsibilities:
- Handle and resolve escalated customer complaints related to property sales, leasing, documentation, and post-sales service.
- Act as a bridge between customers and internal teams (sales, legal, CRM, operations) to ensure quick resolution.
- Investigate issues thoroughly, identify root causes, and provide effective solutions.
- Maintain clear and professional communication with customers via calls, emails, and other channels.
- Track, document, and manage escalations using CRM tools.
- Ensure adherence to defined SLAs and TATs for issue resolution.
- Provide regular updates to stakeholders and customers on case progress.
- Suggest process improvements to reduce recurring escalations.
- Prepare escalation reports and highlight trends, risks, and improvement areas.
Required Skills & Qualifications:
- Minimum 4 years of experience in customer service/escalation handling, preferably in real estate.
- Strong problem-solving and conflict resolution skills.
- Excellent verbal and written communication skills.
- Ability to manage high-pressure situations and demanding customers.
- Familiarity with CRM systems and escalation management tools.
- Good understanding of real estate processes (booking, documentation, possession, etc.).
- Strong coordination and stakeholder management skills.
Preferred Qualifications:
- Experience in handling high-value customers or critical cases.
- Knowledge of legal and compliance aspects in real estate transactions.
Key Competencies:
- Customer-centric approach
- Ownership and accountability
- Attention to detail
- Time management and prioritization
- Analytical thinking
