Escalation Executive

Caterpillar Signs; Gandhinagar; On-site; INR 200,000 - 350,000; Full time

Job summary

Caterpillar Signs is seeking an Escalation Executive to manage customer escalations, resolve complex queries, and ensure a positive customer experience. The role emphasizes strong communication in English and understanding of Filipino/Tagalog to assist Filipino-speaking customers.

The ideal candidate will have 0–5 years in customer support, be detail-oriented, and able to coordinate with internal teams to drive timely resolutions. Freshers may apply; in-person work location is required.

Qualifications

• Bachelor's degree in any relevant field.
• 0–5 years of experience in customer support, customer service, complaint handling, or escalation management.
• Filipino/Tagalog language proficiency is preferred. Candidates who can understand Filipino/Tagalog and communicate effectively in English may also be considered.
• Good English communication skills, both verbal and written.
• Strong problem-solving, listening, and conflict-resolution skills.
• Ability to handle difficult customer conversations calmly and professionally.
• Basic computer skills and familiarity with CRM or ticketing tools are an advantage.

Responsibilities

• Handle customer complaints, escalations, and complex service-related issues.
• Communicate with customers professionally via phone, email, and chat.
• Understand customer concerns, identify root causes, and provide timely resolutions.
• Coordinate with internal teams to resolve customer issues effectively.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Follow escalation procedures and ensure timely follow-up until closure.
• Monitor recurring customer issues and recommend process improvements.
• Maintain high standards of customer satisfaction and service quality.

Skills

English communication

Problem-solving

Listening

Conflict-resolution

CRM/ticketing tools

Education

Bachelor's degree in any relevant field

Job description

Job Description: Escalation Executive

Job Title: Escalation Executive
Department: QA
Experience: 05 Years
Employment Type: Full-Time

Job Summary

We are looking for a customer-focused and detail-oriented Customer Support Executive to manage customer escalations, resolve complex queries, and ensure a positive customer experience. The ideal candidate should have strong communication and problem-solving skills, with the ability to communicate in or understand Filipino/Tagalog to support Filipino-speaking customers.

Roles and Responsibilities

• Handle customer complaints, escalations, and complex service-related issues.
• Communicate with customers professionally via phone, email, and chat.
• Understand customer concerns, identify root causes, and provide timely resolutions.
• Coordinate with internal teams to resolve customer issues effectively.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Follow escalation procedures and ensure timely follow-up until closure.
• Monitor recurring customer issues and recommend process improvements.
• Maintain high standards of customer satisfaction and service quality.

Qualifications and Skills

• Bachelor's degree in any relevant field; freshers may apply.
• 0–5 years of experience in customer support, customer service, complaint handling, or escalation management.
• Filipino/Tagalog language proficiency is preferred. Candidates who can understand Filipino/Tagalog and communicate effectively in English may also be considered.
• Good English communication skills, both verbal and written.
• Strong problem-solving, listening, and conflict-resolution skills.
• Ability to handle difficult customer conversations calmly and professionally.
• Basic computer skills and familiarity with CRM or ticketing tools are an advantage.
• Strong attention to detail and ability to work in a fast-paced environment.

Preferred Candidate Profile

• Experience handling customer complaints and escalations.
• Ability to communicate with Filipino-speaking customers or understand Filipino/Tagalog conversations.
• Customer-oriented, patient, empathetic, and solution-focused.
• Willingness to learn internal processes and escalation-handling procedures.

Work Location: In person