Own customer escalations from intake through resolution by investigating case histories, coordinating internal teams and service partners, conducting root cause analysis, following up on aging cases, communicating with customers, documenting actions, and tracking escalation metrics including TAT, SLA, closures, RCA, and CSAT. Identify recurring issues and process gaps, escalate critical cases, and support continuous improvement initiatives.
Handle customer escalations and high-priority complaints received through calls, emails, social media, or internal escalation channels.
Take complete ownership of assigned cases until final resolution and closure.
Understand the customer's concern in detail and conduct a thorough case study before providing a resolution.
Review the complete case history, including previous interactions, service visits, call records, emails, invoices, and other relevant documents.
Coordinate with internal teams, service partners, technicians, and other stakeholders to resolve customer concerns within the defined TAT/SLA.
Conduct RCA (Root Cause Analysis) for complex, repeated, and critical escalations.
Identify process gaps, service failures, communication gaps, and recurring issues and highlight them to the relevant stakeholders.
Ensure timely follow-up on pending cases and proactively track ageing cases.
Handle customers with professionalism and empathy, especially in situations involving dissatisfaction, repeated complaints, delayed service, or unresolved issues.
Arrange and conduct customer callbacks/conference calls wherever required.
Provide accurate and timely updates to customers throughout the resolution process.
Ensure all case notes, actions taken, commitments, and customer interactions are accurately documented.
Monitor cases requiring coordination with multiple departments and ensure timely closure.
Identify repeat escalations and take corrective action to prevent recurrence.
Escalate critical cases to the appropriate management/stakeholders with complete case details and recommendations.
Maintain daily/weekly reports related to escalations, ageing, closures, RCA, TAT, CSAT, and other performance metrics.
Handle inbound and outbound calls and emails related to escalated cases.
Ensure adherence to company policies, processes, and customer service guidelines.
Support continuous improvement initiatives by identifying trends and providing feedback based on customer escalations.
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