Customer Service Representative

Urban Company; Gurugram District; On-site; INR 420,000 - 620,000; Full time

Job summary

Urban Company seeks a Social Media Escalation Executive to join the Customer Experience team. You will resolve escalations from social platforms, protecting the brand and driving satisfaction.

You will own cases end-to-end, coordinate with internal teams, and document interactions in the CRM. The role requires 12 months in escalation handling with strong communication and empathy, in a 6-day work model in Gurgaon, India.

Qualifications

• Bachelor's degree required in any discipline.
• Minimum 12 months of experience in customer escalation handling, preferably in a voice process.
• Excellent verbal and written communication with empathy.

Responsibilities

• Act as the primary point of contact for escalated concerns via social media.
• Own escalated cases end-to-end from investigation to closure.
• Coordinate with internal teams to resolve issues within SLAs.
• Engage proactively with dissatisfied customers to turn experiences positive.
• Identify recurring issues and share insights to improve CX.
• Document all interactions and resolutions in the CRM system.
• Stay updated on social media trends and platform guidelines.
• Maintain calm, customer-focused conduct in high-pressure situations.
• Adapt to an operational 6-day work model with weekly rotations.

Skills

Customer escalation handling

Communication skills

Empathy

Analytical thinking

Education

Bachelor's degree

Tools

CRM software

Job description

Urban Company is seeking highly motivated and customer-focused Social Media Escalation Executives to join the Customer Experience (CX) team.

In this role, you will resolve customer escalations received through social media platforms, ensuring timely, empathetic, and effective communication. You will represent Urban Company on social channels while protecting the brand's reputation and driving customer satisfaction.

Key Responsibilities

• Act as the primary point of contact for escalated customer concerns received via social media channels.
• Take complete ownership of escalated cases, ensuring end-to-end investigation, resolution, and closure.
• Coordinate with internal teams to resolve complex customer issues within defined SLAs.
• Engage proactively with dissatisfied customers to turn negative experiences into positive outcomes.
• Identify recurring issues and share insights with relevant teams to improve processes, products, and the overall customer experience.
• Maintain accurate and detailed documentation of all customer interactions and resolutions in the CRM system.
• Stay updated on social media trends, platform guidelines, and best practices to improve response quality.
• Prior experience handling customer escalations or voice-based escalation processes.
• Excellent verbal and written communication skills, with a strong emphasis on empathy and clarity.
• Strong analytical and problem-solving abilities to identify root causes and provide effective solutions.
• Ability to remain calm, composed, and customer-focused in high-pressure situations.
• Strong sense of ownership and accountability for outcomes.
• Flexibility to work as per operational requirements and comfort with a 6-day working model with rotational weekly offs.

Qualifications & Experience

• Bachelor's degree in any discipline.
• Minimum 12 months of experience in customer escalation handling, preferably in a voice process.