Associate - Direct Escalation

Job description

**Key Responsibilities:** 1. Customer Escalation Management  - Monitor and manage customer escalations captured from tickets - Ensure timely first acknowledgement of all assigned tickets in line with SLA norms. - Coordinate with internal teams (operations, logistics, warehouse, last-mile) to investigate and resolve complaints. - Provide regular status updates to customers via appropriate channels until ticket closure. - Maintain a professional brand voice while communicating on the tickets. 2. Customer Escalation Handling  - Acknowledge all SLT-flagged escalations within 3 hours of assignment or receipt. - Provide an Initial Assessment Update within 3 hours of acknowledgement, including current findings, actions taken, same-day resolution feasibility, and any dependencies or blockers. - Ensure same-day resolution cases are prioritized and a detailed status/ resolution update is shared within next 3 hours of assignment wherever feasible. - For cases requiring extended timelines, provide a clear explanation of the issue, preliminary RCA/ findings, a committed ETA, and regular progress updates until closure. - Maintain zero instances of unattended escalations or missed acknowledgment. - Prioritize high escalations over routine operational activities and ensure proactive communication throughout the resolution life cycle. 3. Cross-Process Responsibilities - Maintain accurate and up-to-date records of all escalation cases in the ticketing tool. - Flag systemic or recurring issues to the Team Lead for process improvement. - Adhere to universal escalation handling guidelines across all the processes. - Participate in daily huddles, team reviews, and training sessions. - Support audit and quality review activities as required. **Eligibility Criteria** Education - Graduate in any discipline (Bachelors degree mandatory). Experience  - 1 - 3 years of experience in customer service, escalation handling, or operations in a fast-paced environment. - Prior exposure to logistics, e-commerce, or supply chain customer service is preferred. - Experience working with Customer Support, Escalation Management, Customer Experience, Social Media Support, Grievance Handling, or Operations Support will be a strong advantage.