Escalation Specialist

Group Bayport; Gandhinagar; On-site; INR 450,000 - 750,000; Full time

Job summary

Group Bayport seeks a capable customer service specialist to manage international inquiries via phone, chat, and email. The role emphasizes timely resolution, cross-functional collaboration, and deep knowledge of customization, printing, and production workflows.

You will engage with clients across regions, maintain fast response times, and contribute to FAQs and process improvements. Qualifications focus on exceptional English communication, conflict resolution, and organizational skills.

Qualifications

• Experience in international customer service or contact centre environment.
• Excellent verbal and written English communication skills for interaction with international customers.
• Strong knowledge of customized products, design processes, printing, and production workflows.
• Advanced conflict resolution capabilities.
• Detail-oriented, highly organized with strong communication and relationship management skills.
• Strong analytical thinking and problem-solving abilities.
• Ability to assess feasibility of product, design, and production and provide clear recommendations.

Responsibilities

• Handle customer queries via phone, chat & email and drive issues toward resolution while supporting customer satisfaction and retention.
• Communicate effectively with international customers across regions for timely resolution.
• Maintain email/Fresh chat response times of 2 hours or less.
• Coordinate with Design, Production, and Product teams to determine feasibility of customization requests.
• Review customization requests and provide guidance on product feasibility.
• Prepare data to develop and maintain FAQs and contribute to process improvements.
• Support production-related escalations affecting order processing, quality, or delivery timelines.

Skills

International customer service

English communication

Product customization knowledge

Problem solving

Detail oriented

Job description

Responsibilities

Handle customer queries via phone, chat & email and drive each issue toward resolution in a manner that supports customer satisfaction & customer retention.

• Communicate effectively with international customers across different regions, ensuring professional and timely resolution of concerns.
• Ensure 2 hr. or less email/Fresh chat response rates.
• Work cross-functionally as needed to obtain resolution & customer satisfaction.
• Handle high-cost order queries separately and consider high-value, VIP customers.
• Report process issues, identify trends, and recommend improvements.
• Prepare data for most customer queries to develop and maintain FAQs.
• Act as the primary point of contact for internal teams regarding customized product feasibility and production-related queries.
• Review customer customization requests and provide guidance on product, design, printing, material, sizing, and production feasibility.
• Coordinate with Design, Production, and Product teams to determine whether customer requirements can be fulfilled within production capabilities.
• Recommend alternative solutions, materials, or design modifications when requested specifications are not feasible.
• Support resolution of production-related escalations impacting order processing, quality, or delivery timelines.
• Maintain and update internal documentation related to customization guidelines, production capabilities, and product limitations.

Skills

What we require (Desired Skills and abilities)

• Proven experience effectively assisting customers in an international customer service or contact centre environment.
• Excellent verbal and written English communication skills with the ability to interact professionally with international customers.
• Strong knowledge of customized products, design processes, printing, and production workflows.
• Advanced conflict resolution capabilities.
• Must be detail-oriented, extremely organized, and possess strong communication, presentation, and excellent customer and internal relationship management skills.
• Strong analytical thinking and problem-solving skills.
• Ability to assess product, design, and production feasibility and provide clear recommendations.
• Fosters a positive team environment and collaboration within and across departments.
• Approachable, cooperative, professional, and a team player.
• Demonstrates an appropriate sense of urgency and adaptability in response to changing business needs.