Customer Resolution Expert

India Filings Pvt Ltd; Chennai District; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Competitive salary

Incentives

Career growth

Recognition & rewards

Learning & development

Collaborative environment

Exposure to diverse operations

Job summary

India Filings Pvt Ltd is seeking a Customer Escalation Specialist who can take ownership of complex customer issues, resolve escalations effectively, and ensure a smooth customer experience.

You will engage with internal teams, manage high-priority escalations, track progress, and drive process improvements to reduce future issues. Excellent communication and problem-solving skills are essential.

Qualifications

• 14 years of experience in Customer Support, Customer Success, Escalation Management, or related roles.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to handle difficult customers and high-pressure situations professionally.
• Strong coordination and stakeholder-management skills.
• Proficiency in MS Excel and CRM tools.

Responsibilities

• Handle and resolve high-priority customer escalations via calls, emails, and other channels.
• Understand customer concerns, identify root causes, and provide effective and timely resolutions.
• Coordinate with Sales, Operations, Product, Finance, and other internal teams to resolve issues.
• Take ownership of escalated cases until final resolution.
• Communicate professionally and manage difficult conversations.
• Track escalations, maintain records, and provide updates to stakeholders.
• Identify recurring issues and recommend process improvements to reduce future escalations.
• Monitor customer satisfaction and ensure concerns are resolved within defined TAT/SLA.
• Prepare escalation reports and share key trends and insights with management.

Skills

Customer escalation management

Stakeholder management

Conflict resolution

Communication skills

MS Excel

CRM tools

Tools

MS Excel

CRM tools

Job description

Customer Escalation Specialist

Turn Customer Challenges into Positive Experiences!

We are looking for a Customer Escalation Specialist who can take ownership of complex customer issues, resolve escalations effectively, and ensure a smooth customer experience.

Key Responsibilities:

• Handle and resolve high-priority customer escalations through calls, emails, and other channels.
• Understand customer concerns, identify root causes, and provide effective and timely resolutions.
• Coordinate with Sales, Operations, Product, Finance, and other internal teams to resolve issues.
• Take complete ownership of escalated cases until final resolution and closure.
• Communicate professionally with customers and manage difficult conversations with confidence.
• Track escalations, maintain accurate records, and provide regular updates to stakeholders.
• Identify recurring issues and recommend process improvements to reduce future escalations.
• Monitor customer satisfaction and ensure concerns are resolved within defined TAT/SLA.
• Prepare escalation reports and share key trends and insights with management.

Requirements:

• 14 years of experience in Customer Support, Customer Success, Escalation Management, or related roles.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to handle difficult customers and high-pressure situations professionally.
• Strong coordination and stakeholder-management skills.
• Good analytical and decision-making abilities.
• Proficiency in MS Excel and CRM tools is preferred.

What We Offer:

• Competitive salary package
• Performance-based incentives
• Career growth opportunities
• Employee recognition & rewards
• Learning and development opportunities
• Supportive and collaborative work environment
• Exposure to diverse customer and business operations

Who We’re Looking For:

Someone who doesn't just handle escalations — but owns them, solves them, and turns challenging customer interactions into positive experiences.