12,246 Escalation jobs in India
Escalation Specialist
Posted today
Job Viewed
Job Description
Location: Noida, Sector 63
Grade: V7 and Above
Salary: 45,000 – 50,000 per month (CTC)
Handle Level 3 customer escalations via email, calls, or CRM platforms.
Act as the final resolution point for unresolved or sensitive customer complaints.
Required Candidate profile
Maintain comprehensive documentation of case resolutions in CRM tools.
Ensure customer satisfaction through empathy, ownership, and clear communication.
Joining: Immediate joiners preferred
Escalation Specialist
Posted today
Job Viewed
Job Description
- Receive and analyze customer complaints or concerns to determine their root cause
- Collaborate with internal teams to investigate and resolve customer issues
- Serve as a mediator between customers and different departments within the organization
- Provide guidance and training to customer service representatives on handling escalated cases
- Maintain accurate records of customer interactions and case resolutions
- Identify opportunities for improvement in customer service processes
- Ensure customer satisfaction and resolution of escalated issues
Escalation Specialist
Posted today
Job Viewed
Job Description
Role Title:
Senior Manager-Priority Helpdesk
About the Role
- Ensure effective end-to-end resolution of escalations that land at the Chairman's desk, CXO's and other leadership as well as grievances raised by priority passengers.
- Coordinate with various stakeholders to address customer grievances promptly, thus maintaining and enhancing customer satisfaction and confidence in the brand.
Responsibilities
- Drive the end-to-end customer resolution process for priority passengers and escalations from top leadership, ensuring prompt and effective resolution to maintain high levels of customer satisfaction and uphold the organization's reputation.
- Lead and oversee the grievance team to effectively address and resolve customer concerns, reinstating confidence in the brand.
- Ensure team members are equipped with the necessary skills and resources to handle complaints efficiently.
- Head the effort to provide guidance, and support to team members, maintaining high standards of service.
- Foster a culture of continuous improvement and professional development within the team.
- Work closely with the Tata Group's customer centricity team on priority helpdesk issues, ensuring resolution of cases that escalate to the chairman's desk.
- Coordinate with stakeholders across the organization to gather information, expedite processes, and implement swift resolution of customer issues.
- Ensure concerns are addressed effectively while maintaining positive relationships with key stakeholders at the highest levels.
- Facilitate the flow of customer feedback to appropriate internal teams to aid in process improvements and mitigate recurrent issues.
- Ensure feedback loops are effective and result in actionable changes.
- Lead coordination efforts with various teams under commercial and customer experience divisions for issuing refunds, coupons, and offers to compensate for customer issues.
- Ensure compensatory measures are timely, appropriate, and enhance customer loyalty.
- Drive initiatives to continuously improve the customer resolution process, using data and feedback to implement best practices and innovative solutions.
- Monitor the effectiveness of these initiatives and adjust strategies as needed.
- Engage with top leadership to report on the status of escalated cases, provide updates on resolution progress, and highlight trends or recurring issues that require strategic intervention.
- Ensure compliance with organizational policies and standards in all customer resolution activities, safeguarding the company's reputation and legal standing.
- Develop and implement metrics to measure the effectiveness of the customer resolution process, using these insights to drive continuous improvement and optimize team performance.
Qualifications
Graduate in any stream. Preferred- Masters/MBA/PGDM/PGP/PG degree
Required Skills
- Customer Service Excellence
- Problem solving & decision making
- Conflict resolution
- Escalation management
- Resolution of customer queries
- Discretion & confidentiality
- Team Management
Experience Required:
10-15 years of relevant experience
Escalation Specialist
Posted today
Job Viewed
Job Description
Job Title: Client Retension Executive
Experience Required: Minimum 2 years of experience in handling escalations and retension of clients
Location: Remote
Department: Client Success
Reports To: Director
Job Summary:
We are seeking a results-driven and dynamic Client Retension Executive who can resolve clients disputes and retain clients in the most effective manner. There is no team management responsibility in this role. This role demands expert problem-solving and strong communication. Though this is a remote (Work from Home) job, you must be able to commute to office when there is a requirement. Apart from handling escalations, you will also act in the capacity of a Relationship Manager and strive to generate business through referrals and Upselling. You should be flexible to work as a support staff member in other departments seeking assistance.
Key responsibilities:
Maintain good client relations by building strong and transparent interpersonal relationship with clients,
Receive, analyse, and resolve clients concerns, complaints and disputes,
Maintain clear, professional communication with clients throughout the escalation lifecycle,
Document all escalations, actions taken, and outcomes in CRM,
Analyse trends and root causes to proactively reduce escalation volume and improve processes,
Negotiate resolutions and compensation within policy guidelines, ensuring clients satisfaction,
Ensure seamless availability during business hours,
Coordinate with designated senior officials and follow their instructions carefully and diligently,
Solve problems and issues in the most creative and strategic ways,
Maintain clients records accurately and UpToDate in the CRM and other places as instructed by the manager,
Should be flexible enough to handle other works as assigned by the manager,
Should be willing to work outside normal working hours of the company whenever required or instructed by manager.
Desired Candidate Profile:
Excellent and fast interpersonal relationship building ability
Excellent relationship management skills
Excellent complaints & disputes handling ability
Good English communication (both verbal and written)
Problem solving abilities
Should be able to work under pressure
Benefits:
Competitive salary.
Opportunities for career growth and development.
Remote work option.
Escalation Specialist
Posted today
Job Viewed
Job Description
Hiring Escalation Specialist with 1.5–2 yrs of relevant experience in customer escalations. Must have excellent communication in English, Hindi & Kannada. E-com background added advantage. Work from Office, 6 days working, immediate joiners only.
Escalation Specialist
Posted today
Job Viewed
Job Description
We are seeking an enthusiastic and energetic individual to handle the appalling customer experience and deliver a first class service to earn their loyalty back for our brand by ensuring customers get a timely, consistent and high-quality experience. This would be a fantastic defining opportunity for a person who enjoys a role filled with variety, challenges, and autonomy. As an Escalation specialist your responsibility will be for supporting and managing escalation by following protocol and solving the problem quickly and with clarity while maintaining the relationships between customers and departments.
Responsibilities & Duties
- Handle Inbound/Tickets of the customers via Inbound/L2 team in a fast-paced environment.
- Quickly identifying and understanding customers' needs for escalated calls.
- Performs work in accordance with standardized policies and procedures.
- Provide exceptional service to customers, excelling in empathy and ownership.
- Establish correct expectations, enforce relief and resolve through effective communication.
- Contribute to Quick and Effective problem solving.
- Facilitate customer retention and customer resolution efforts with excellent customer follow-up skills required.
- Ability to accurately, and efficiently document customer interactions within our Software(CRM)
- Consistently meet role-specific Key Performance Indicators (KPIs)
- Coordinating with internal stakeholders and providing resolution to customer
- Ability to handle escalations and diffuse crisis situations
- Should be able to interact with customer and internal stakeholders confidently
- Think out of the box and spearhead initiatives for improving customer experience
- Solution oriented approach and instant decision making capability.
- Self-motivated with a results-driven approach to meet the set targets.
- Customer focused , Service recovery oriented approach , Ownership and multitasking.
Requirement
Good Knowledge and understanding of product and process.
Education - Graduation & above Excellent communication skills verbal and written. Ability to handle pressure and equalize peak work Ability to work in a team escalation environment with minimum supervision. Good stakeholder management skills Should be Patient , Presentable and Polite. Proficiency in English, Kannada and Hindi is mandatory.
For More Information - Contact HR Ishaz balkis
Escalation Specialist
Posted today
Job Viewed
Job Description
Key Responsibilities:
- Own and manage Level 2/3 customer escalations received via email, social media, or call center
- Analyze root causes and coordinate with cross-functional teams (Tech, Ops, Product, Finance) for swift resolution
- Maintain TAT and quality SLAs for escalated tickets
- Provide clear, empathetic, and professional communication to customers throughout the resolution process
- Identify recurring issues and work with internal teams to propose process or product improvements
- Log, track, and report escalation trends and performance metrics to stakeholders
- Support training and mentoring of junior support agents on handling sensitive cases Work closely with QA and Training teams to align on customer experience standards Handle VIP, regulatory, and legal escalations with confidentiality and maturity Key
Requirements:
- Graduate in any discipline; preferred: specialization in business, communication, or related f ields
- 2–5 years of experience in customer support with at least 1–2 years handling escalations or complaints
- Strong verbal and written communication skills in English (regional language proficiency is a plus)
- Ability to handle irate customers with calm and professionalism
- Exposure to tools like Zendesk, Freshdesk, Salesforce, or any CRM
- Analytical mindset with strong problem-solving skills
- Willingness to work in a fast-paced, customer-first environment
- Flexibility to work in rotational shifts (if applicable)
Preferred Qualifications:
- Experience in BFSI / FinTech /
- Experience from compliance or regulatory sector industry
Job Type: Full-time
Pay: ₹250, ₹450,000.00 per year
Benefits:
- Health insurance
- Leave encashment
- Provident Fund
Work Location: In person
Be The First To Know
About the latest Escalation Jobs in India !
Escalation Manager
Posted today
Job Viewed
Job Description
At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are.
**Who We Are**
This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.
**Your Career**
The Escalation Manager position is a strategic, high-visibility role that provides the highest level of escalation for customer issues that are jeopardizing the Palo Alto Networks business relationship and/or sales opportunities with key customers.
The Escalation Manager will lead and manage the resolution of customers' critical issues by forming and leading an interdepartmental, cross-functional, and geographically dispersed Palo Alto Networks virtual team which are formed based on the customer and escalation needs.
In leading the virtual team, the escalations Manager will liaise with and work across various Palo Alto Networks functional organizations and business units, and with all levels of the company; from Support, Sales, Product management, and development engineers to management and corporate executives.
**Key Responsibilities**
**Escalation Leadership**
+ Ownership for driving progress and resolution of customers' critical issues
+ Drive clear intake, scope, priority, exit criteria and end to end process to achieve streamlined escalation resolution
+ Drive global consistency across portfolio and customers
+ Maintain and improve procedures for customer and field personnel for escalation handling
+ Handle direct customer leadership and technical audiences as appropriate
**Expedite Resolution**
+ Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
+ Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues
+ Clear accountability on relevant owners on driving to target service-level Objectives(SLO) and intermediate milestones leading up to it
+ Interlock with Executive Sponsors to help resolve roadblocks in a timely manner
**Communication and Reporting:**
+ Effectively communicate critical issue status to executive staff, sales, support, product teams and other invested parties
+ Effective use of dashboards and keen understanding of how to use data to help deliver the outcomes needed and track progress towards SLO.
+ Set clear customer expectations and ensure timely updates on troubleshooting and resolution action plans for internal and customer facing communications.
**Risk Management**
+ Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place
+ A "whatever it takes" customer-first attitude and a willingness to go the extra mile to foster customer success
+ Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
**Retrospective and Preventive Measures:**
+ Retrospectives and PostMortem to help improve the process/system/product
+ Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
+ Recognitions and reporting on problem areas which will give insight to the magnitude of the issue through the amount of cases or number of customers impacted or related to these areas
+ Understanding of techniques to predict risks using data and AI models and systematic approach to address
+ co-create and pilot proactive programs to reduce likelihood of customer and field escalations
**Your Experience**
+ Customer Experience
+ 10+ years of customer-facing sales and/or service delivery roles
+ Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
+ Customer centric attitude and focus on providing best-in-class service for customers and collaborators
+ **Program/Project management** :Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
+ Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
+ Familiarity with tools like Salesforce, Asana, Tableau, JIRA and experience in running and operating with the SLA/SLO/Milestones paradigm and clarity on what success and corresponding metrics looks like
+ **Collaboration and Influence** : Strong capacity for Influencing, negotiating, and delegating efforts
+ Ability to work in a fast-paced, challenging environment with global customers
+ **Leadership and communication skills:** Experience in being able to effectively lead and motivate a team of cross functional professionals.
+ Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences(highly technical, less technical, executives, practitioners)
+ **Technical skills** : Experience with Networking/Security Products
+ Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures.
+ Experience with VPN (IPSec, SSL tunnels) technologies
**Your Impact**
+ Ownership for driving progress and resolution of customers' critical issues
+ Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
+ Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
+ Creative thinking, adaptability, and versatility
+ Demonstrate strong judgment in risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
+ Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
+ Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future issues
**The Team**
The Escalation Managers are part of the Global Incident and Escalation Management team which part of Global Customer Support and Service teams covering all Palo Alto offerings of cybersecurity platforms and solutions.
Team is responsible for driving expedited response, remedy, resolution, and learnings for our most critical issues. Escalation Managers(EM) team ensures focused technical leadership, effective coordination and communication, and streamlined decision-making
As Escalation Managers, each team member will be at the vanguard of our dedication to cybersecurity. Addressing the most pressing situations for our customers, you will hold a central position in solidifying our reputation as the go-to cybersecurity partner. This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction.
Driving continuous learnings and efficiency into the Escalation Management and Product Lifecycle is one of the key areas for the team as we continue our focus on customer experience.
**Our Commitment**
We're problem solvers that take risks and challenge cybersecurity's status quo. It's simple: we can't accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at .
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Escalation Manager
Posted 3 days ago
Job Viewed
Job Description
Protium: The Company
We are engineering driven, risk focused, lending nbfc, giving credit to Indian SME/MSME for their secured and unsecured business needs.
- Our core approach involves the development of frictionless customer journeys through automation and digitization of workflows as well as enablement of automatic evidence-based decision-making through large-scale implementation of next-generation models across the entire lending value chain.
- We are extremely well-funded to achieve our aim of building a business that can rapidly serve the diverse funding / liquidity needs of salaried individuals, self-employed professionals, and small and medium sized enterprises.
- Pan India presence with 3000+ Employees across 120+ branches.
- Leadership Team with 150+ years of experience with deep India and global exposure in Financial Services, Risk & Technology
Job Description:
- Escalation management
- Cross functional coordination
- Stakeholder communication
- Reporting & Documentation
- Compliance & Quality
Criteria:
- Min 5-8 years' experience in NBFC/ BFSI
- Good knowledge in lending industry
- Experience in cross functional team like collection, customer service will be added advantage.
Escalation Manager
Posted 3 days ago
Job Viewed
Job Description
Role: Escalation Manager
Location Chennai(Perungalathur- WFO only )
Scope of Work
- Attention on Top 200 customers. Review the cases from Top200 customers and ensure that backlog management guidelines are being adhered on these cases
- Monitor Escalation prediction engine. Take necessary actions by advising the case owners on the technical approach and way forward plans.
- Monitor the cases for Scale of Impact and ensure that Incidents are triggered timely.
- Ensure necessary resources are engaged on the cases pre-incidents i.e., before the SME is engaged on the Incident.
- Provide insights (Daily,Weekly, Monthly) on the escalation patterns and effective course of actions to mitigate the patterns that are impactful.
- Assist with RCAs by providing better insights on the Exec escalations.
- Coordinate with the project managers to ensure that the learning out of the RCA are passed on to the team and negate the recurrence.
- Manage a team of Engineers dedicated to handle the escalated cases (FE - Escalations) to ensure the investigations on these cases are not further delayed. ( This can be implemented as phase 2 i.e., once 1 to 7 are being driven seamlessly for atleast 2 quarters)
Qualification for Escalation Manager
- Candidate should have spent 2 years or above working with Palo Alto firewall Support
- Should be well versed with Palo Alto Processes
- Understanding of Exterprise Customer base, SLA, KPIs and Types of accounts
- Should have worked as a Technical lead for a period of 1 year
- Would be an advantage if the Candidate has handled a batch of New hire trainings