Escalation Executive

Job Description: Escalation Executive

• *Job Title:** Escalation Executive
• *Department:** QA
• *Experience:** 0–5 Years
• *Employment Type:** Full\-Time

Job Summary

We are looking for a customer\-focused and detail\-oriented Customer Support Executive to manage customer escalations, resolve complex queries, and ensure a positive customer experience. The ideal candidate should have strong communication and problem\-solving skills, with the ability to communicate in or understand **Filipino/Tagalog** to support Filipino\-speaking customers.

Roles and Responsibilities

• Handle customer complaints, escalations, and complex service\-related issues.
• Communicate with customers professionally via phone, email, and chat.
• Understand customer concerns, identify root causes, and provide timely resolutions.
• Coordinate with internal teams to resolve customer issues effectively.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Follow escalation procedures and ensure timely follow\-up until closure.
• Monitor recurring customer issues and recommend process improvements.
• Maintain high standards of customer satisfaction and service quality.

Qualifications and Skills

• Bachelor's degree in any relevant field; freshers may apply.
• 0–5 years of experience in customer support, customer service, complaint handling, or escalation management.
• **Filipino/Tagalog language proficiency is preferred.** Candidates who can understand Filipino/Tagalog and communicate effectively in English may also be considered.
• Good English communication skills, both verbal and written.
• Strong problem\-solving, listening, and conflict\-resolution skills.
• Ability to handle difficult customer conversations calmly and professionally.
• Basic computer skills and familiarity with CRM or ticketing tools are an advantage.
• Strong attention to detail and ability to work in a fast\-paced environment.

Preferred Candidate Profile

• Experience handling customer complaints and escalations.
• Ability to communicate with Filipino\-speaking customers or understand Filipino/Tagalog conversations.
• Customer\-oriented, patient, empathetic, and solution\-focused.
• Willingness to learn internal processes and escalation\-handling procedures.

Pay: ₹360,000\.00 \- ₹540,000\.00 per year

Work Location: In person