Escalation Resolution Specialist

SkillLabs; Samrala; On-site; INR 240,000 - 400,000; Full time

Benefits offered by this job

Career growth

Learning opportunities

Professional environment

Performance-based incentives

Job summary

SkillLabs is seeking an Escalation Resolution Specialist to efficiently manage complex customer concerns and deliver timely resolutions. Strong English communication and problem-solving abilities are essential, with a customer-first approach and the capacity to handle escalated interactions professionally.

The role involves analyzing issues, owning the resolution process, and coordinating with internal teams to ensure timely closures while maintaining high customer satisfaction.

Qualifications

• Graduate or Undergraduate candidates can apply.
• Freshers and experienced candidates are welcome.
• Excellent verbal and written English communication skills are mandatory.
• Strong customer handling and problem-solving skills.
• Basic computer knowledge and familiarity with customer support tools.
• Ability to work in a fast-paced environment.
• Willingness to work in rotational shifts, if required.

Responsibilities

• Handle escalated customer queries and provide appropriate resolutions.
• Analyze customer concerns, identify root causes, and take ownership until closure.
• Manage difficult customer interactions with professionalism and empathy.
• Coordinate with internal teams to resolve complex issues within defined timelines.
• Maintain accurate records of customer interactions and resolutions.
• Ensure high levels of customer satisfaction and service quality.
• Follow company processes, guidelines, and escalation procedures.
• Identify recurring issues and share feedback for process improvement.

Skills

English proficiency

Customer handling

Problem solving

Computer literacy

Education

Graduate/Undergraduate

Job description

Job Title:

Escalation Resolution Specialist

Location:

Mohali / Gurugram

Salary:

₹2.4 – ₹4.0 LPA

Job Summary

We are looking for a skilled and customer-focused Escalation Resolution Specialist to manage complex customer concerns and provide effective resolutions. The ideal candidate should have excellent English communication skills, strong problem-solving abilities, and the ability to handle escalated customer interactions professionally. This role requires a customer-first approach with the ability to analyze issues and deliver timely solutions.

Key Responsibilities

• Handle escalated customer queries and provide appropriate resolutions.
• Analyze customer concerns, identify root causes, and take ownership until closure.
• Manage difficult customer interactions with professionalism and empathy.
• Coordinate with internal teams to resolve complex issues within defined timelines.
• Maintain accurate records of customer interactions and resolutions.
• Ensure high levels of customer satisfaction and service quality.
• Follow company processes, guidelines, and escalation procedures.
• Identify recurring issues and share feedback for process improvement.

Eligibility

• Graduate and Undergraduate candidates can apply.
• Freshers and experienced candidates are welcome.
• Excellent verbal and written English communication skills are mandatory.
• Strong customer handling and problem-solving skills.
• Basic computer knowledge and familiarity with customer support tools.
• Ability to work in a fast-paced environment.
• Willingness to work in rotational shifts, if required.

What We Offer

• Salary: ₹2.4 – ₹4.0 LPA
• Opportunity to work with a growing organization.
• Career growth and learning opportunities.
• Professional and supportive work environment.
• Performance-based incentives (as applicable).

Work Location:

Mohali & Gurugram

Contact;

8699023383