Escalation Specialist

Jsw One Platforms; Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

Jsw One Platforms in Mumbai is seeking a customer support specialist to manage and resolve escalations, meet SLAs, and collaborate with Support, Business, and Development teams.

The ideal candidate has 3+ years in customer-facing roles, strong communication, MS Office/CRM skills, and the ability to work in rotational shifts.

Qualifications

• 3+ years of experience in Customer Support / Customer-facing roles.
• Experience handling escalations is preferred.
• Excellent written and verbal communication skills.
• Good knowledge of MS Office, Excel, CRM, and social media platforms.
• Strong analytical, problem-solving, and decision-making skills.
• Comfortable working in rotational shifts
• Bachelors degree in any discipline.

Responsibilities

• Manage and resolve customer escalations while ensuring clear ownership.
• Meet critical SLAs and maintain strong case follow-ups.
• Identify root causes and recommend process improvements.
• Collaborate with Support, Business, and Development teams.
• Handle complex issues using effective de-escalation strategies.
• Support critical launches and events.
• Drive improvements in NPS/CSAT.

Skills

Written communication

Verbal communication

Analytical skills

Problem-solving

Decision-making

Education

Bachelor's degree in any discipline

Tools

MS Office

Excel

CRM

Social media platforms

Job description

Role & responsibilities

• Manage and resolve customer escalations while ensuring clear ownership.
• Meet critical SLAs and maintain strong case follow-ups.
• Identify root causes and recommend process improvements.
• Collaborate with Support, Business, and Development teams.
• Handle complex issues using effective de-escalation strategies.
• Support critical launches and events.
• Drive improvements in NPS/CSAT.

Preferred candidate profile

• 3+ years of experience in Customer Support / Customer-facing roles.
• Experience handling escalations is preferred.
• Excellent written and verbal communication skills.
• Good knowledge of MS Office, Excel, CRM, and social media platforms.
• Strong analytical, problem-solving, and decision-making skills.
• Comfortable working in rotational shifts
• Bachelors degree in any discipline.