Senior Tele Caller

Job SummaryWe are looking for a customer-focused and solution-oriented Customer Support Executive – Escalations to manage complex customer complaints, resolve critical issues, and ensure a high level of customer satisfaction. The individual will be responsible for handling escalated cases from Level 1 support, coordinating with internal departments, ensuring timely resolution, and maintaining effective communication with customers throughout the resolution process.

1. Key ResponsibilitiesHandle and resolve customer complaints escalated from Level 1 and Level 2 support teams.
2. Take ownership of critical, sensitive, and high-priority customer issues until resolution.
3. Investigate customer concerns, identify root causes, and provide appropriate resolutions.
4. Coordinate with internal departments such as Operations, Technical Support, Finance, Sales, and Quality teams.
5. Ensure escalations are resolved within defined Service Level Agreements (SLAs).
6. Communicate with customers through phone, email, chat, and other support channels.
7. Handle dissatisfied and irate customers professionally, demonstrating empathy and effective conflict-resolution skills.
8. Provide regular updates to customers regarding the progress of their complaints.
9. Identify recurring customer issues and recommend process improvements to minimize repeat escalations.
10. Maintain accurate records of customer interactions, complaints, resolutions, and follow-up actions in CRM systems.
11. Prepare escalation reports, highlight trends, and share insights with management.
12. Ensure compliance with company policies, service standards, and customer experience guidelines.

• Required Skills & CompetenciesExcellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to handle difficult customers and high-pressure situations.
• Strong ownership and decision-making skills.
• Excellent interpersonal and stakeholder management skills.
• Ability to prioritize multiple escalations simultaneously.
• Good negotiation and conflict-resolution skills.
• Strong attention to detail and follow-up capabilities.
• Customer-centric approach with a focus on customer satisfaction.