Escalation Specialist - Voice and Chat

Firstmeridian Global Services; Ghaziabad District; On-site; INR 378,000 - 462,000; Full time

Job summary

Firstmeridian Global Services in Noida is hiring an Escalation Specialist for a blended voice/chat support role. You will handle escalations, understand concerns, and provide timely resolutions to ensure a positive customer experience.

The ideal candidate has 6 months to 2 years in customer support/escalation handling, proven communication skills, and the ability to work in a 6-day day-shift environment. Immediate joiners preferred.

Qualifications

• Graduate preferred with relevant customer support experience.
• 6 months to 2 years of escalation handling experience.
• Experience handling escalations through voice calls or chat.
• Familiarity with blended voice and chat processes preferred.
• Excellent communication and problem-solving skills.

Responsibilities

• Handle customer escalations through inbound/outbound calls and chat.
• Manage complex and high-priority customer complaints.
• Understand concerns and provide timely resolutions.
• Balance 60% voice and 40% chat interactions.
• Own escalated issues until resolution and coordinate with internal teams.
• Maintain professional communication with irate customers.

Skills

Verbal communication

Written communication

Blended process experience

Escalation handling

Customer support

Education

Graduate

Job description

URGENT HIRING ( Only experienced can apply )

Escalation Specialist Blended Process (Voice & Chat)

Excellent verbal and written communication skills are required.

Location: Noida
Employment Type: Full-Time (6 Days working/ On the payroll of Team Lease)
CTC: Up to 4.2 LPA (35,000 CTC per month)

Job Description

We are hiring experienced candidates for an Escalation Specialist role in a blended customer support process. The candidate will be responsible for handling customer escalations through voice calls and chat, understanding customer concerns, providing appropriate resolutions, and ensuring a positive customer experience.

Roles & Responsibilities

• Handle customer escalations through inbound/outbound calls and chat.
• Manage complex and high-priority customer complaints.
• Understand customer concerns and provide accurate and timely resolutions.
• Handle 60% voice calls and 40% chat interactions.
• Take ownership of escalated customer issues until resolution.
• Coordinate with internal teams wherever required to resolve customer concerns.
• Maintain professional communication while handling difficult or irate customers.

Eligibility

• Graduate preferred.
• Minimum 6 months–2 years of relevant experience in customer support/escalation handling.
• Candidates must have experience handling escalations through voice calls or chat.
• Experience in a blended process is preferred.
• Candidates from customer service, escalation desk, complaint handling, grievance handling, or customer experience backgrounds can apply.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to handle pressure and difficult customer situations professionally.
• Comfortable handling both voice and chat interactions.
• Candidates should be comfortable working 6 days a week in a day shift.
• Immediate joiners or candidates with a short notice period will be preferred.

Candidates with relevant escalation handling experience in voice/chat processes are encouraged to apply.