Escalation Executive- Retail Sector- Lower Parel, Mumbai

Job Title: Escalation Executive – Customer ServiceLocation: Lower Parel, MumbaiWork Type: Full-time (On-site)Department: Customer Experience / ServiceRole OverviewAs an Escalation Executive, you will handle and resolve complex customer issues escalated from front-line teams, ensuring customer satisfaction and maintaining service quality standards. You’ll act as the bridge between customers, operations, and management, driving quick resolutions and process improvements.Key ResponsibilitiesHandle customer escalations via calls, emails, and social media with empathy and professionalism.Investigate issues, coordinate with internal teams (store, logistics, finance, product, etc.), and ensure timely resolutions.Track and analyze recurring complaints to identify root causes and suggest preventive measures.Maintain detailed case logs and generate daily/weekly escalation reports.Ensure SLAs and quality standards are consistently met.Support training initiatives by sharing insights and feedback from escalations.Work closely with the Customer Experience Manager to enhance service processes and policies.QualificationsBachelor’s degree in any discipline (Commerce / Business / Arts preferred).2–5 years of experience in customer service or escalation management (preferably in retail, e-commerce, or FMCG).Strong understanding of customer support operations and escalation workflows.Skills & CompetenciesExcellent verbal and written communication skills.Empathy, patience, and problem-solving attitude.Ability to handle high-pressure situations with professionalism.Proficient in MS Office and CRM tools Analytical mindset and attention to detail.Skills: resolutions,escalation,customer service,crm,problem solving,ms office