Job Summary:

Key Responsibilities:

• Act as the single point of contact for escalated cases from clients, stores, or internal stakeholders.
• Analyze the root cause of complaints and coordinate with relevant departments (service team, replacement team,logistics, call center, finance team, etc.) to drive resolution.
• Ensure timely closure of escalated cases within defined SLAs and quality standards.
• Maintain accurate documentation of escalation cases, actions taken, and resolutions provided.
• Provide regular updates to clients/stores during the resolution process and manage their expectations.
• Identify recurring issues and flag them for process improvement.
• Support reporting and dashboard creation for escalations handled, trends observed, and performance metrics.
• Maintain professional and empathetic communication at all times, even in high-pressure situations.
• Participate in internal reviews, audits, and quality checks related to escalations.
• Build and maintain strong relationships with key client/store stakeholders.

• Excellent communication and interpersonal skills – both written and verbal.
• Strong problem-solving and conflict-resolution abilities.
• Calm under pressure with a customer-first attitude.
• Ability to coordinate with multiple teams and follow up effectively.
• Basic understanding of service workflows, SLAs, and customer satisfaction metrics.
• Organized, detail-oriented, and proactive.

• Bachelor's degree in any discipline.
• 1–3 years of experience in client servicing, customer support, or escalation handling.
• Fluency in English and local/regional languages is preferred

• Willingness to travel (if field visits/store meetings are part of the role).
• Empathetic yet firm handling of tough conversations.
• Strong ownership and accountability for client satisfaction.