Customer Care Executive

Kaabil; Goa; On-site; INR 400,000 - 600,000; Full time

Job summary

Kaabil in Goa is seeking a proactive Associate for their Escalation Management team. This role involves managing end-to-end escalations, including from social media platforms and the Grievance Portal, ensuring timely resolutions and adherence to strict SLAs.

The ideal candidate should excel in communication, ownership, and work under pressure while interacting with customers empathetically. Join us to contribute to one of India's largest logistics companies, enhancing customer interactions daily.

Qualifications

• Proactive and detail-oriented.
• Experience in customer-facing roles.
• Ability to handle escalations effectively.

Responsibilities

• Manage end-to-end escalations across Social Media, SLT, and Grievance Portal.
• Provide regular updates to customers until ticket closure.
• Ensure compliance with statutory timelines.

Skills

Strong ownership

Communication agility

Ability to work under pressure

Job description

About the Role

We are looking for a proactive and detail-oriented Associate to join our Escalation Management team. As one of India’s largest and most trusted logistics companies, we handle millions of shipments and customer interactions every day. The Associate will be responsible for managing end-to-end escalations across three critical processes: Social Media Escalations, SLT (Senior Leadership Team) Escalations, and Grievance, Portal Escalations – from initial acknowledgement through to final resolution and closure. This is a high-impact, customer-facing role that demands strong ownership, communication agility, and the ability to work under pressure while adhering to strict SLAs.

Social Media Escalation Management

• Monitor and manage customer escalations captured from social media platforms (Twitter/X, Facebook, Instagram, etc.) that are converted into tickets.
• Ensure timely first acknowledgement of all assigned tickets in line with SLA norms.
• Coordinate with internal teams (operations, logistics, warehouse, last-mile) to investigate and resolve complaints.
• Provide regular status updates to customers via appropriate channels until ticket closure.
• Maintain a professional brand voice while communicating on or about social media interactions.

SLT Escalation Handling

• Acknowledge all SLT-flagged escalations within 15 minutes of assignment or receipt.
• Provide an Initial Assessment Update within 2 hours of acknowledgement, including current findings, actions taken, same-day resolution feasibility, and any dependencies or blockers.
• Ensure same-day resolution cases are prioritized and a detailed status/resolution update is shared within 4 hours of assignment wherever feasible.
• For cases requiring extended timelines, provide a clear explanation of the issue, preliminary RCA/findings, a committed ETA, and regular progress updates until closure.
• Maintain zero instances of unattended escalations or missed acknowledgment.
• Prioritize SLT escalations over routine operational activities and ensure proactive communication throughout the resolution life cycle.

Grievance Portal Escalation Management

• Handle escalations originating from the official Grievance Portal from first acknowledgement to final closure.
• Ensure compliance with statutory/regulatory timelines applicable to grievance redressal.
• Liaise with relevant business units to gather facts, drive resolution, and document outcomes accurately.
• Provide empathetic, clear, and resolution-focused communication to customers at every touch point.
• Ensure each grievance case is closed with proper documentation and customer confirmation.

Cross-Process Responsibilities

• Maintain accurate and up-to-date records of all escalation cases in the ticketing/CRM tool.
• Flag systemic or recurring issues to the Team Lead for process improvement.
• Adhere to universal escalation handling guidelines across all three processes.
• Participate in daily huddles, team reviews, and training sessions.
• Support audit and quality review activities as required.