Escalation Specialist
Keeta
Employer Active
Posted 20 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Respond to and resolve complex or high-priority customer complaints from various channels, including those escalated by government or regulatory bodies.
Review, investigate, and analyze DSAT (dissatisfaction) comments and other customer feedback to identify service gaps and patterns.
Work closely with outsourcing partners, support teams, and cross-functional internal stakeholders (such as operations, product, and compliance) to deliver effective solutions and ensure consistent process alignment.
Develop action plans and recommendations to prevent recurring issues and enhance the customer experience.
Maintain detailed records of escalated cases, resolutions, and communications in CRM systems.
Support regular reporting on customer complaint trends and recommend process enhancements to management.
Contribute to and support training initiatives, ensuring frontline teams are briefed on effective escalation and resolution best practices.
Act as a subject matter expert on escalation protocols and provide coaching to frontline agents as needed.
Full-time position; flexibility to support peak business periods and escalated cases as needed.
Opportunity to make a measurable impact on the overall customer experience during a critical growth phase.
Desired Candidate Profile
Minimum 3-5 years experience in customer service or escalations support, preferably in the food delivery, e-commerce, or BPO industry. Demonstrated experience handling complex complaints and regulatory escalation. Strong data analysis skills, with the ability to interpret customer feedback and translate insights into action. Excellent communication, conflict resolution, and interpersonal skills. Detail-oriented, with a strong sense of ownership and accountability. Proven ability to work cross-functionally and collaboratively in a fast-paced environment. Proficiency in CRM, customer support tools, and MS or Google Suite.
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