Senior Executive - Escalation

Mamaearth; Gurugram District; On-site; INR 300,000 - 520,000; Full time

Job summary

Mamaearth is seeking a Customer Escalations professional in Gurugram to handle high-priority customer escalations across contact channels. You will manage irate customers with empathy, take end-to-end ownership of cases, and coordinate with Logistics, Finance, Warehouse, and Product to resolve complex issues.

The role emphasizes documenting cases, preserving policy adherence, and achieving high CSAT while reducing repeat escalations.

Qualifications

• Minimum 1 year of experience in customer escalations within a contact center or customer service setup.
• Experience handling critical complaints and irate customers.
• Strong verbal and written communication skills.
• Excellent problem-solving, conflict-resolution, and decision-making abilities.
• Ability to manage challenging situations while maintaining professionalism.
• Strong ownership, attention to detail, and a customer-first approach.

Responsibilities

• Handle critical and high-priority customer escalations across contact center channels.
• Manage highly irate customers with empathy, patience, and effective communication.
• Take end-to-end ownership of escalated cases and ensure timely resolution.
• Coordinate with internal teams such as Logistics, Finance, Warehouse, and Product to resolve complex issues.
• Handle sensitive cases involving refunds, returns, deliveries, product concerns, and repeated customer complaints.
• Identify the root cause of escalations and highlight recurring issues to relevant stakeholders.
• Maintain high customer satisfaction while ensuring adherence to company policies and processes.
• Ensure proper documentation and timely follow-ups on all escalation cases.

Skills

Customer escalations

Communication skills

Problem solving

Ownership

Empathy

Tools

Freshdesk

Zendesk

Job description

Key Responsibilities

• Handle critical and high-priority customer escalations across contact center channels.
• Manage highly irate customers with empathy, patience, and effective communication.
• Take end-to-end ownership of escalated cases and ensure timely resolution.
• Coordinate with internal teams such as Logistics, Finance, Warehouse, and Product to resolve complex issues.
• Handle sensitive cases involving refunds, returns, deliveries, product concerns, and repeated customer complaints.
• Identify the root cause of escalations and highlight recurring issues to relevant stakeholders.
• Maintain high customer satisfaction while ensuring adherence to company policies and processes.
• Ensure proper documentation and timely follow-ups on all escalation cases.

Required Skills & Experience

• Minimum 1 year of experience in customer escalations within a contact center or customer service setup.
• Experience handling critical complaints and highly irate customers.
• Strong verbal and written communication skills.
• Excellent problem-solving, conflict-resolution, and decision-making abilities.
• Ability to manage challenging situations while maintaining professionalism.
• Strong ownership, attention to detail, and a customer-first approach.

Preferred Skills

• Experience in e-commerce, D2C, or consumer brands.
• Familiarity with CRM and ticketing tools such as Freshdesk, Zendesk, or similar platforms.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Escalation resolution TATQuality and process adherence
• Reopen and repeat escalation rate
• Customer complaint resolution and ownership