Customer Support Executive Or Escalation Executive

Job Description

Position Title: Executive - Central Escalation Desk (CED)

Department: Service Delivery

Location: Mumbai - Vikhroli : Head Office (HO)

Job Purpose

The Central Escalation Desk Executive is responsible for managing, monitoring, and resolving customer escalations received through Senior Management. The role serves as a single point of contact for critical escalations, ensuring timely communication with customers, effective coordination with branches and warehouses, and prompt resolution of issues while delivering a superior customer experience

Key Result Areas (KRAs)

1. Escalation Management

• Handle customer escalations received from Senior Management on an end-to-end basis.
• Ensure all escalations are resolved within committed timelines.
• Maintain complete records and updates of all assigned escalations.

2. Customer Communication

• Contact customers promptly upon receiving escalations.
• Provide regular and timely updates regarding the status of complaints.
• Demonstrate empathy, professionalism, and ownership while handling customer concerns.
• Build customer confidence through effective communication and service recovery.

3. Branch Coordination

• Coordinate with branch teams to obtain accurate status updates on escalated cases.
• Follow up proactively with branches to ensure timely action and resolution.
• Communicate the criticality and urgency of escalations to the concerned teams.
• Escalate delays or service concerns to the appropriate stakeholders.
• Coordinate with warehouses for spare part dispatches and delivery-related requirements & prioritize accordingly.
• Track spare availability and delivery commitments for escalated cases.

5. Service Excellence & MIS

• Ensure a high level of customer satisfaction through effective issue management.
• Demonstrate accountability, responsiveness, and customer-centricity in all interactions.
• Create and maintain the associate reports.

Skills & Competencies

Technical Skills

• Customer Complaint and Escalation Management
• Email Communication and Documentation
• Salesforce Usage
• MS Office (Excel, Word, Outlook)

Behavioral Competencies

• Excellent verbal communication skills
• Strong written communication and email drafting skills
• Empathy and warmth while interacting with customers
• Strong ownership and accountability
• Proactive approach towards problem-solving
• Good coordination and stakeholder management skills
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Educational Qualification

• Graduate in any discipline
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Experience

• Minimum 2 years of experience in Customer Service, Service Delivery, Escalation Management, Customer Support, or related functions.
• Experience in handling customer complaints and coordinating with multiple stakeholders will be preferred.