Escalation Executive
Core
Resolve complex customer escalations, investigate issues, and coordinate with internal teams to ensure timely closure and process improvement.
Role type
Escalation Executive
Builds
Customer satisfaction and resolution workflows
Domain
Financial services / Consumer goods
Deliverable
client delivery
Required skills
Complex issue investigation, Stakeholder coordination, SLA adherence, Trend analysis, Documentation, Policy compliance
Responsibilities
Handle and resolve customer escalations within defined timelines, Investigate complex customer issues and identify appropriate resolutions, Coordinate with internal teams to drive timely closure of escalated cases, Maintain accurate records and documentation of escalations, Identify recurring issues and highlight trends for process improvement, Ensure adherence to company policies, processes, and service-level agreements