Escalation Executive- Retail Sector- Lower Parel, Mumbai

Job Title: Escalation Executive – Customer Service

Location: Lower Parel, Mumbai

Work Type: Full-time (On-site)

Department: Customer Experience / Service

Role Overview

As an Escalation Executive, you will handle and resolve complex customer issues escalated from front-line teams, ensuring customer satisfaction and maintaining service quality standards. You’ll act as the bridge between customers, operations, and management, driving quick resolutions and process improvements.

Key Responsibilities

• Handle customer escalations via calls, emails, and social media with empathy and professionalism.
• Investigate issues, coordinate with internal teams (store, logistics, finance, product, etc.), and ensure timely resolutions.
• Track and analyze recurring complaints to identify root causes and suggest preventive measures.
• Maintain detailed case logs and generate daily/weekly escalation reports.
• Ensure SLAs and quality standards are consistently met.
• Support training initiatives by sharing insights and feedback from escalations.
• Work closely with the Customer Experience Manager to enhance service processes and policies.
  
  

Qualifications

• Bachelor’s degree in any discipline (Commerce / Business / Arts preferred).
• 2–5 years of experience in customer service or escalation management (preferably in retail, e-commerce, or FMCG).
• Strong understanding of customer support operations and escalation workflows.
  
  

Skills & Competencies

• Excellent verbal and written communication skills.
• Empathy, patience, and problem-solving attitude.
• Ability to handle high-pressure situations with professionalism.
• Proficient in MS Office and CRM tools
• Analytical mindset and attention to detail.
  
  

Skills: problem solving,customer service,resolutions,ms office,crm,escalation