Email Escalation / Customer Service Handling (L2)

Hexaware Technologies; Navi Mumbai, Thane; On-site; INR 350,000 - 450,000; Full time

Job summary

Hexaware Technologies is seeking a Customer Service Executive for Email Escalations (L2) in Navi Mumbai. The role focuses on backend and email-based support with limited calling, handling Level 2 escalations and complaints to ensure timely resolutions.

The ideal candidate has 6 months of email escalation experience, strong communication skills, and a customer-centric approach in a service-focused environment.

Qualifications

• Hands-on experience handling customer complaints, email escalations, and Level 2 escalated cases within a Customer Service environment.
• Role primarily involves backend and email-based support, with limited calling responsibilities.
• Candidates must demonstrate excellent communication skills, strong problem-solving abilities, and a customer-centric approach.

Responsibilities

• Handle Level 2 (L2) customer complaints and escalations through email and other support channels.
• Investigate complex customer issues and provide accurate, timely resolutions.
• Draft professional, clear, and grammatically correct email responses.
• Manage escalated cases while maintaining service quality and resolution timelines.
• Coordinate with internal teams and relevant stakeholders to resolve customer concerns.
• Analyze customer complaints, identify root causes, and recommend suitable solutions.
• Maintain accurate case documentation and escalation records.
• Handle customer calls professionally when required as part of the blended process.
• Follow defined process guidelines, escalation matrices, quality standards, and SLAs.
• Ensure a positive customer experience through effective communication and timely resolution.

Skills

Email Escalations

Customer Service

Communication skills

Problem solving

Education

HSC / 12th Pass

Graduate

Job description

Hiring: Customer Service Executive Email Escalations (L2)

Company: Hexaware Technologies

Process: Email Escalation Desk

Job Location: Navi Mumbai

Department: Customer Service / Operations

Process Type: Blended (80% Backend / Email Support, 20% Calls)

Qualification: HSC / Graduate

Experience: Minimum 6 months of relevant Email Escalation experience

Job Description

Hexaware Technologies is looking for customer-focused professionals to join our Email Escalation Desk. The ideal candidate should have hands-on experience handling customer complaints, email escalations, and Level 2 (L2) escalated cases within a Customer Service environment.

The role primarily involves backend and email-based support, with limited calling responsibilities. Candidates must demonstrate excellent communication skills, strong problem-solving abilities, and a customer-centric approach.

Roles and Responsibilities

• Handle Level 2 (L2) customer complaints and escalations through email and other support channels.
• Investigate complex customer issues and provide accurate, timely, and appropriate resolutions.
• Draft professional, clear, and grammatically correct email responses.
• Manage escalated cases while maintaining service quality and resolution timelines.
• Coordinate with internal teams and relevant stakeholders to resolve customer concerns.
• Analyze customer complaints, identify the root cause, and recommend suitable solutions.
• Maintain accurate case documentation, escalation records, and follow-up updates.
• Handle customer calls professionally whenever required as part of the blended process.
• Follow defined process guidelines, escalation matrices, quality standards, and service-level agreements (SLAs).
• Ensure a positive customer experience through effective communication and timely resolution.

Required Skills and Eligibility

• HSC / 12th Pass or Graduate in any discipline.
• Minimum 6 months of experience in Email Escalations within a Customer Service department.
• Prior experience handling customer complaints and Level 2 escalations is required.

Recruiter Contact: Twinkle More

Company: Hexaware Technologies

Email: [e-mail]

Contact Number: 8828633806