An Escalation Team role in India involvesmanaging complex, high-priority customer issues beyond frontline agents, requiring strong problem-solving, communication, and coordination to resolve quickly within SLAs, often using CRM tools, focusing on root cause analysis for process improvement, and maintaining high customer satisfaction through empathetic, professional handling of complaints across voice/non-voice channels. Key responsibilities include mediating with departments, documenting cases, training agents, and driving long-term fixes.
Key Responsibilities
- Issue Resolution: Handle escalated customer complaints (phone, email, chat) that frontline staff can't resolve, ensuring timely closure.
- Internal Coordination: Work with Operations, Tech, Legal, or other teams to get necessary inputs for swift resolution.
- Customer Communication: Provide empathetic, professional updates, managing client expectations.
- Process Improvement: Analyze recurring issues, identify root causes, and suggest/implement solutions to prevent future escalations.
- Documentation: Maintain accurate records, case summaries, and reports in CRM systems.
- Training: Guide/train front-line agents on handling tough cases.
Essential Skills & Qualifications
- Experience: Previous customer service, client servicing, or support experience.
- Communication: Excellent written/verbal skills in English (local languages a plus).
- Problem-Solving: Strong analytical skills, sense of urgency, and conflict resolution.
- Pressure Handling: Ability to stay calm and professional under pressure.
- Technical: Familiarity with CRM software and ticketing systems.
- Education: Minimum a Bachelor's degree.
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