Escalation Specialist17 days ago

Onsitego; Mumbai; On-site; INR 500,000 - 900,000; Full time

Job summary

Onsitego in Mumbai seeks a dedicated Escalations Specialist to manage high-priority cases from multiple channels. You will own cases end-to-end, perform in-depth case studies, and coordinate with service partners and internal teams to drive timely resolutions.

The role requires strong RCA skills, meticulous documentation, and exceptional communication to maintain customer trust and satisfaction while reducing ageing cases.

Qualifications

• Experience handling customer escalations and high-priority complaints.
• Ability to conduct RCA for complex escalations.
• Strong documentation of case notes and actions.
• Excellent communication and empathy in challenging interactions.
• Coordination with multiple teams to resolve issues.

Responsibilities

• Handle escalated customer cases via calls, emails, social media, and escalation channels.
• Take ownership until final resolution and closure.
• Perform thorough case studies before resolving.
• Review complete case history and related documents.
• Coordinate with internal teams, partners, technicians, and stakeholders.
• Conduct RCA for complex escalations.
• Identify and report process gaps and recurring issues.
• Follow up on ageing cases and ensure timely closure.
• Provide timely updates to customers throughout resolution.
• Document all case notes and actions.

Skills

Escalation management

Root cause analysis

Customer empathy

Documentation

Stakeholder coordination

Communication skills

Time management

Job description

Handle customer escalations and high-priority complaints received through calls, emails, social media, or internal escalation channels.

Take complete ownership of assigned cases until final resolution and closure.

Understand the customer's concern in detail and conduct a thorough case study before providing a resolution.

Review the complete case history, including previous interactions, service visits, call records, emails, invoices, and other relevant documents.

Coordinate with internal teams, service partners, technicians, and other stakeholders to resolve customer concerns within the defined TAT/SLA.

Conduct RCA (Root Cause Analysis) for complex, repeated, and critical escalations.

Identify process gaps, service failures, communication gaps, and recurring issues and highlight them to the relevant stakeholders.

Ensure timely follow-up on pending cases and proactively track ageing cases.

Handle customers with professionalism and empathy, especially in situations involving dissatisfaction, repeated complaints, delayed service, or unresolved issues.

Arrange and conduct customer callbacks/conference calls wherever required.

Provide accurate and timely updates to customers throughout the resolution process.

Ensure all case notes, actions taken, commitments, and customer interactions are accurately documented.

Monitor cases requiring coordination with multiple departments and ensure timely closure.

Identify repeat escalations and take corrective action to prevent recurrence.

Escalate critical cases to the appropriate management/stakeholders with complete case details and recommendations.

Maintain daily/weekly reports related to escalations, ageing, closures, RCA, TAT, CSAT, and other performance metrics.

Handle inbound and outbound calls and emails related to escalated cases.

Ensure adherence to company policies, processes, and customer service guidelines.

Support continuous improvement initiatives by identifying trends and providing feedback based on customer escalations.

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