Escalation Executive

Jio; Navi Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Jio is seeking an Escalation Executive in Navi Mumbai to manage high-priority complaints from the Chairman's Office, regulatory bodies, internal teams, and social media. The role demands fast-tracking resolutions and keeping customers informed through the entire cycle.

Ideal candidates will have 1–6 years of experience, strong analytical and interpersonal skills, and expertise in customer experience, with fluency in English and Hindi. Familiarity with regulatory processes is a plus.

Qualifications

• Education: Graduate.
• Total Experience: 1-6 years.
• Demonstrated ability to handle escalations from multiple sources.
• Strong customer service orientation and relationship-building skills.
• Proficient in MS Word and MS Excel.
• Excellent communication in English and Hindi.

Responsibilities

• Handle escalations received from the Chairman's Office, regulatory bodies, internal employees, and social media.
• Fast-track complaints and follow up with respective stakeholders for resolution.
• Inform customers throughout the cycle, from receipt to closure.
• Download, action, and upload regulatory complaints after proper validation.
• Ensure escalations are handled within the SLA.
• Conduct RCA/RCF on a case-by-case basis.
• Keep knowledge of product, system, process, and policy up to date.
• Provide feedback on issues driving customer dissatisfaction and propose solutions.

Skills

Analytical skills

Customer service orientation

Interpersonal skills

Escalation handling experience

Customer experience expertise

Fluency in English and Hindi

Education

Graduate

Tools

Microsoft Word

Microsoft Excel

Job description

Jio is hiring for the role Escalation Executive

Requirement

Education : Graduate

Total Experience: 1-6 years

Job Description:

• Handle escalations received from the Chairman's Office, regulatory bodies, internal employees, and social media.
• Fast-track complaints and follow up with respective stakeholders for resolution.
• Ensure customers are informed throughout the entire cycle, from receipt of the complaint to closure.
• Ensure all regulatory complaints are downloaded, actioned, and uploaded after proper validation.
• Ensure all escalations are handled within the SLA.
• Conduct RCA/RCF on a case-to-case basis.
• Ensure own product, system, process, and policy knowledge is up to date.
• Provide feedback on issues driving customer dissatisfaction and propose suitable solutions.

Skills Required:

• Good analytical skills.
• Good hands-on knowledge of Microsoft Word and Excel.
• Internal and external customer service orientation.
• Interpersonal and relationship-building skills.
• Experience in handling escalations.
• Expertise in Customer Experience/Customer Service.
• Fluency in English and Hindi (mandatory).