Senior Escalation Executive

Frido; Pune District; Sur place; INR 600 000 - 800 000; Plein temps

Résumé du poste

Frido in Pune, India is seeking a Customer Escalation Specialist with 3–5 years of experience to manage high-priority client issues. You will own complex cases, perform RCA and drive CAPA, and coordinate with cross-functional teams to ensure timely resolutions.

The role requires strong communication skills, familiarity with CRM platforms like Zendesk, Freshdesk or Salesforce, and a proactive, empathetic approach to protect the brand and maintain customer trust.

Qualifications

• 3–5 years of experience in Customer Support, escalations, or related roles.
• Strong RCA, CAPA, analytical, and communication skills.
• A graduate degree in any discipline.

Responsabilités

• Manage and resolve high-priority customer escalations, including CXO/CEO-level cases.
• Conduct Root Cause Analysis (RCA) and drive Corrective and Preventive Actions (CAPA).
• Handle sensitive customer communications via email, WhatsApp, calls, and social media.
• Collaborate with cross-functional teams to ensure timely resolution.
• Prepare escalation reports, track trends, and ensure closure within defined SLAs.
• Maintain customer relationships and protect brand reputation through effective problem-solving.

Connaissances

RCA & CAPA

Analytical skills

Communication skills

Formation

Bachelor's degree

Outils

Zendesk

Freshdesk

Salesforce

Description du poste

• Manage and resolve high-priority customer escalations, including CXO/CEO-level cases.
• Conduct Root Cause Analysis (RCA) and drive Corrective and Preventive Actions (CAPA).
• Handle sensitive customer communications via email, WhatsApp, calls, and social media.
• Collaborate with cross-functional teams to ensure timely resolution.
• Prepare escalation reports, track trends, and ensure closure within defined SLAs.
• Maintain customer relationships and protect brand reputation through effective problem-solving.

What We’re Looking For:

• 3–5 years of overall experience in Customer Support.
• Minimum 2 years of hands-on experience in escalation management.
• Strong RCA, CAPA, analytical, and communication skills.
• A graduate degree in any discipline.
• Experience with CRM tools such as Zendesk, Freshdesk, or Salesforce is a plus.

If you have the expertise to handle challenging situations with confidence, empathy, and ownership, we’d love to hear from you!