Escalation Voice Process (Upto 28k)

• About the Opportunity
• A fast-scaling customer experience solutions provider operating across India, we partner with global brands to deliver high-impact voice-based support and escalation resolution services. Our team thrives in dynamic, process-driven environments where clear communication, empathy, and problem-solving drive customer loyalty and operational excellence. We’re building a culture of accountability, growth, and real-time impact—for customers and our people.

Role & Responsibilities

Handle high-priority customer escalations via voice channels with professionalism, empathy, and resolution focus.

Adhere strictly to SLAs, escalation matrices, and process workflows to ensure timely and accurate case resolution.

Document every escalation interaction clearly in CRM tools, ensuring audit readiness and handover clarity.

Collaborate with cross-functional teams—including ops, QA, and support—to resolve systemic issues and reduce repeat escalations.

Provide real-time feedback on common pain points to improve service delivery and customer journey design.

Meet and exceed daily KPIs including First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT).

Skills & Qualifications

Must-Have

Clear普通话/English fluency (verbal & written) with professional communication tone

Experience in voice-based customer support or escalation handling

Proficiency in CRM platforms (e.g., Salesforce, Zendesk, Freshdesk)

Strong listening & active problem-solving under pressure

Comfort with shift work and adherence to strict compliance protocols

Basic MS Office (Excel, Word) for reporting & documentation

Preferred

Experience in BPO/KPO or enterprise customer service environments

Familiarity with quality assurance processes or audit-ready documentation

Basic understanding of service level agreements (SLAs) and performance KPIs

Benefits & Culture Highlights

Competitive salary up to ₹28,000/month + performance-based incentives

Structured career path with upskilling programs in customer experience & leadership

On-site workplace with modern infrastructure, team lunches, and recognition programs