Customer Support & Escalations Specialist

Legal AI Coding Pvt Ltd; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Legal AI Coding Pvt Ltd is seeking a Customer Support & Escalations Specialist who is customer-focused and proactive. Freshers are welcome to apply, with 1–3 years’ experience being an advantage.

You will handle queries via phone, email, chat, and other channels, and own escalated high-priority issues to ensure quick resolutions and a positive customer experience. You will collaborate with internal teams, maintain records, and continuously improve support processes.

Qualifications

• Freshers welcome to apply.
• 1–3 years of customer support experience is an advantage but not mandatory.
• Excellent verbal and written communication skills.
• Strong problem-solving and interpersonal skills.
• Ability to remain calm and professional while handling difficult customer situations.
• Good listening and comprehension skills.
• Strong sense of ownership and responsibility.
• Ability to work effectively with different teams.
• Willingness to learn and adapt in a fast-paced environment.
• Basic computer skills and familiarity with email/chat applications.

Responsibilities

• Handle customer queries through phone, email, chat, or other support channels.
• Take ownership of escalated and high-priority customer issues.
• Understand customer concerns and identify appropriate solutions.
• Coordinate with internal teams to resolve complex or escalated issues.
• Follow up on open issues until they are completely resolved.
• Communicate clearly and professionally with customers.
• Handle dissatisfied or frustrated customers with patience and empathy.
• Maintain accurate records of customer interactions and escalations.
• Prioritize cases based on urgency and customer impact.
• Identify recurring customer issues and share feedback with the relevant teams.
• Escalate critical issues to the appropriate manager or department when required.
• Contribute to improving customer support processes and overall customer experience.

Skills

Verbal and written communication

Problem-solving

Interpersonal skills

Ownership

Team collaboration

Calm under pressure

Willingness to learn

Freshers welcome

Job description

About the Role

We are looking for a customer-focused and proactive Customer Support & Escalations Specialist to join our team.

In this role, you will be responsible for handling customer queries, resolving issues, and taking ownership of escalated and high-priority customer concerns. You will work closely with internal teams to ensure issues are resolved quickly and customers receive a positive experience.

Freshers are welcome to apply. We are looking for candidates with strong communication skills, a problem-solving mindset, and a willingness to learn.

Key Responsibilities

• Handle customer queries through phone, email, chat, or other support channels.
• Take ownership of escalated and high-priority customer issues.
• Understand customer concerns and identify appropriate solutions.
• Coordinate with internal teams to resolve complex or escalated issues.
• Follow up on open issues until they are completely resolved.
• Communicate clearly and professionally with customers.
• Handle dissatisfied or frustrated customers with patience and empathy.
• Maintain accurate records of customer interactions and escalations.
• Prioritize cases based on urgency and customer impact.
• Identify recurring customer issues and share feedback with the relevant teams.
• Escalate critical issues to the appropriate manager or department when required.
• Contribute to improving customer support processes and overall customer experience.

Requirements

• Freshers are welcome to apply.
• 1–3 years of customer support/customer service experience is an advantage but not mandatory.
• Excellent verbal and written communication skills.
• Strong problem-solving and interpersonal skills.
• Ability to remain calm and professional while handling difficult customer situations.
• Good listening and comprehension skills.
• Strong sense of ownership and responsibility.
• Ability to work effectively with different teams.
• Willingness to learn and adapt in a fast-paced environment.
• Basic computer skills and familiarity with email/chat applications.

Work Location: In person