Escalation Specialist

wroots global pvt ltd; Bangalore Rural; On-site; INR 350,000 - 550,000; Full time

Job summary

wroots global pvt ltd seeks an Escalation Specialist to handle and resolve complex customer issues, ensuring timely, high-quality outcomes and preserving customer relationships. You will navigate fast-paced escalations with empathy, ownership, and clear communication, coordinating with internal teams to correct course and prevent recurrence.

The role emphasizes proactive problem solving, thorough documentation in our CRM, and contributing to customer retention through effective follow-up and

Qualifications

• Graduation or higher with excellent verbal and written communication.
• Proficiency in English, Kannada, and Hindi is mandatory.
• Ability to handle pressure and peak workloads.
• Experience in escalation handling and customer service preferred.
• Strong stakeholder management and documentation skills in CRM.

Responsibilities

• Handle inbound tickets via Inbound/L2 team in a fast-paced environment.
• Identify customer needs for escalated issues.
• Follow standardized policies and procedures.
• Provide exceptional service with empathy and ownership.
• Establish correct expectations, relief, and resolve through effective communication.
• Contribute to quick and effective problem solving.
• Facilitate customer retention and resolution with strong follow-up skills.
• Document customer interactions within our CRM accurately.

Skills

Empathy/ownership

Excellent communication

Multilingual (English Kannada Hindi)

Stakeholder management

Education

Graduation or above

Tools

CRM software

Job description

We are seeking an enthusiastic and energetic individual to handle the appalling customer experience and deliver a first class service to earn their loyalty back for our brand by ensuring customers get a timely, consistent and high-quality experience. This would be a fantastic defining opportunity for a person who enjoys a role filled with variety, challenges, and autonomy. As an Escalation specialist your responsibility will be for supporting and managing escalation by following protocol and solving the problem quickly and with clarity while maintaining the relationships between customers and departments.

Responsibilities & Duties

• Handle Inbound/Tickets of the customers via Inbound/L2 team in a fast-paced environment.
• Quickly identifying and understanding customers' needs for escalated s.
• Performs work in accordance with standardized policies and procedures.
• Provide exceptional service to customers, excelling in empathy and ownership.
• Establish correct expectations, enforce relief and resolve through effective communication.
• Contribute to Quick and Effective problem solving.
• Facilitate customer retention and customer resolution efforts with excellent customer follow-up skills required.
• Ability to accurately, and efficiently document customer interactions within our Software(CRM) Consistently meet role-specific .

• Key Performance Indicators (KPIs) - Coordinating with internal stakeholders and providing resolution to customer Ability to handle escalations and diffuse crisis situations Should be able to interact with customer and internal stakeholders confidently Think out of the box and spearhead initiatives for improving customer experience Solution oriented approach and instant decision making capability.
• Self-motivated with a results-driven approach to meet the set targets.
• Customer focused, Service recovery oriented approach, Ownership and multitasking.

Requirement

Good Knowledge and understanding of product and process.

Education - Graduation & above Excellent communication skills verbal and written. Ability to handle pressure and equalize peak work Ability to work in a team escalation environment with minimum supervision. Good stakeholder management skills Should be Patient, Presentable and Polite. Proficiency in English, Kannada and Hindi is mandatory.