Escalation Specialist

Prolific Hr Consultants; Bengaluru; On-site; INR 350,000 - 650,000; Full time

Job summary

Prolific Hr Consultants in Bengaluru is seeking an Escalation Specialist to handle complex customer concerns and drive service recovery. You will own escalations, coordinate with cross-functional teams, and ensure timely, empathetic resolution while maintaining CRM records.

The ideal candidate has 1–3 years of customer support and escalation experience, fluent in English and Hindi, with strong communication, problem-solving, and stakeholder-management skills. Day shift, office-based role.

Qualifications

• Minimum 1–3 years of recent experience in Customer Support Voice Process.
• 1–2 years handling customer escalations preferred.
• Good understanding of customer support processes and escalation management.
• Experience with CRM or customer support software.
• Ability to manage peak workloads effectively.

Responsibilities

• Handle customer escalations via inbound calls, tickets, and L2 support.
• Identify and understand customer concerns to provide timely resolutions.
• Deliver empathetic, ownership-driven service recovery.
• Follow policies and escalation protocols to resolve issues.
• Set clear expectations and maintain proactive communication.
• Coordinate with cross-functional teams for prompt resolution.
• Document interactions, resolutions, and follow-ups in the CRM.
• De-escalate crises and manage challenging interactions.
• Aim to meet KPIs and service quality standards.
• Drive customer retention through thorough follow-up and recovery.
• Identify process improvements to enhance customer experience.

Skills

Excellent verbal and written comms

Customer service

Escalation management

Conflict resolution

Empathy and active listening

Analytical problem-solving

Stakeholder management

CRM knowledge

Decision-making

Multitasking and prioritization

Under pressure resilience

Ownership and accountability

Education

Any Graduate

Job description

Escalation Specialist

Job Location: Koramangala, Bengaluru
Work Mode: Work from Office
Working Hours: 10:30 AM - 7:30 PM
Working Days: 6 Days a Week
Weekly Off: 1 Rotational Week Off
Experience : 1 - 3 Years
Relevant Experience: 1 - 2 Years in Escalation Management preferred
Language: English & Hindi Mandatory
Shift: Day Shift
Qualification: Any Graduate

Job Summary

We are looking for a proactive, customer-focused, and solution-oriented Escalation Specialist to handle complex customer concerns and deliver exceptional service recovery. The ideal candidate will take ownership of customer escalations, resolve issues efficiently, and restore customer confidence through timely, empathetic, and effective communication.

Key Responsibilities

• Handle customer escalations received through inbound calls, tickets, and L2 support teams.
• Identify, assess, and understand customer concerns to provide timely and effective resolutions.
• Deliver exceptional customer service with empathy, ownership, and professionalism.
• Resolve customer issues by following established policies, procedures, and escalation protocols.
• Set clear expectations and maintain proactive communication throughout the resolution process.
• Coordinate with cross-functional teams and internal stakeholders for prompt issue resolution.
• Accurately document customer interactions, resolutions, and follow-up actions in the CRM.
• Effectively manage crisis situations and de-escalate challenging customer interactions.
• Ensure achievement of assigned KPIs and service quality standards.
• Drive customer retention through excellent follow-up and service recovery.
• Identify process improvement opportunities to enhance overall customer experience.

Required Skills

• Excellent verbal and written communication
• Customer service and customer handling
• Escalation management
• Conflict resolution
• Empathy and active listening
• Strong analytical and problem-solving skills
• Stakeholder management
• CRM knowledge
• Decision-making skills
• Multitasking and prioritization
• Ability to work under pressure
• Strong ownership and accountability

Qualification & Experience

• Minimum 1 - 3 years of recent experience in Customer Support Voice Process.
• 1 - 2 years of experience handling customer escalations is preferred.
• Good understanding of customer support processes and escalation management.
• Experience working with CRM or customer support software.
• Ability to manage peak workloads effectively.

Language Requirements

• English Mandatory
• Hindi Mandatory

Preferred Candidate Profile

• Customer-first mindset
• Strong service recovery and conflict-resolution skills
• Confident and professional communication
• Ability to make quick and accurate decisions
• Excellent interpersonal and stakeholder-management skills
• Solution-oriented approach
• Ability to work effectively in a fast-paced environment