Senior Customer Care Executive

Job Summary

We are looking for a customer\-focused and solution\-oriented Customer Support Executive – Escalations to manage complex customer complaints, resolve critical issues, and ensure a high level of customer satisfaction. The individual will be responsible for handling escalated cases from Level 1 support, coordinating with internal departments, ensuring timely resolution, and maintaining effective communication with customers throughout the resolution process.

Key Responsibilities

• Handle and resolve customer complaints escalated from Level 1 and Level 2 support teams.
• Take ownership of critical, sensitive, and high\-priority customer issues until resolution.
• Investigate customer concerns, identify root causes, and provide appropriate resolutions.
• Coordinate with internal departments such as Operations, Technical Support, Finance, Sales, and Quality teams.
• Ensure escalations are resolved within defined Service Level Agreements (SLAs).
• Communicate with customers through phone, email, chat, and other support channels.
• Handle dissatisfied and irate customers professionally, demonstrating empathy and effective conflict\-resolution skills.
• Provide regular updates to customers regarding the progress of their complaints.
• Identify recurring customer issues and recommend process improvements to minimize repeat escalations.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow\-up actions in CRM systems.
• Prepare escalation reports, highlight trends, and share insights with management.
• Ensure compliance with company policies, service standards, and customer experience guidelines.

Required Skills \& Competencies

• Excellent verbal and written communication skills.
• Strong problem\-solving and analytical abilities.
• Ability to handle difficult customers and high\-pressure situations.
• Strong ownership and decision\-making skills.
• Excellent interpersonal and stakeholder management skills.
• Ability to prioritize multiple escalations simultaneously.
• Good negotiation and conflict\-resolution skills.
• Strong attention to detail and follow\-up capabilities.
• Customer\-centric approach with a focus on customer satisfaction.

Pay: ₹17,000\.00 \- ₹25,000\.00 per month

Work Location: In person