Escalation Desk Agent (Customer Support) -Gurgaon

White Force Outsourcing Services; Gurugram District; On-site; INR 180,000 - 240,000; Full time

Job summary

White Force Outsourcing Services in Gurugram, Haryana, is seeking a motivated Escalation Desk Agent (Customer Support) to manage social media and leadership escalations. You will monitor platforms like Twitter/X, Instagram, Facebook, LinkedIn, Google Reviews, and marketplace reviews, draft empathetic public responses, and coordinate with internal teams to resolve cases promptly.

Fresher graduates are welcome; fluent English and working knowledge of Hindi for voice interactions are required;

Qualifications

• Excellent written English and ability to draft polished responses.
• Hindi language proficiency for voice interactions.
• Fresher/Graduate in any discipline suitable for customer support escalations.

Responsibilities

• Monitor and respond to customer complaints on social media within defined response times.
• Triage and escalate to leadership when required; draft responses on behalf of the desk.
• Coordinate with internal teams to unblock cases and resolve issues end-to-end.
• Maintain daily escalation MIS and prepare case summaries for leadership review.
• Handle consumer grievance escalations with proper documentation.

Skills

Excellent written English

Hindi for voice interactions

Excel basics

Education

Fresher/Graduate in any discipline

Tools

Excel

Job description

Job Description Escalation Desk Agent (Customer Support)

Department: Customer Support Operations Escalation Desk

Location: Gurugram, Haryana

Key Responsibilities

Social Media Escalations

• Monitor and respond to customer complaints raised on Twitter/X, Instagram, Facebook, LinkedIn, Google Reviews, and marketplace review sections within defined response TAT
• Take public conversations offline professionally, capture full case context, and drive resolution end to end
• Draft brand-appropriate public responses that protect brand reputation while acknowledging the customer's concern
• Flag potentially viral or reputation-sensitive posts to management immediately

CEO / Leadership Escalations

• Handle complaints addressed to the CEO's office, senior leadership, or corporate email IDs with the highest priority
• Investigate the complete case history (orders, tickets, service visits, refunds/replacements) before responding
• Draft well-structured, empathetic, and accurate written responses on behalf of the leadership desk
• Ensure closure with documented customer confirmation, and prepare case summaries for leadership review

General Escalation Handling

• Manage escalation tickets in Freshdesk proper tagging, status hygiene, internal notes, and closure discipline
• Coordinate with internal teams (service partners, logistics, refunds/replacements, warehouse) to unblock cases
• Handle consumer grievance escalations (National Consumer Helpline / consumer forum notices) with appropriate care and documentation
• Identify root causes behind repeat escalations and share structured feedback to reduce recurrence
• Maintain daily MIS of escalation volumes, ageing, and resolution status

Requirements

• Fresher/Graduate in any discipline
• Customer service experience handling escalations, social media care. (e-commerce / D2C / consumer durables would be ideal)
• Excellent written English must be able to draft polished, error-free responses independently; working proficiency in Hindi for voice interactions
• Strong judgment on when to resolve independently vs. elevate internally
• Calm, empathetic, and firm under pressure; comfortable dealing with angry or distressed customers
• Working knowledge of Excel for basic reporting