Escalation Specialist - Indore

Recruation Placement Consultancy

Job Description: Escalation Specialist

Location: [INDORE]

Company: Teleperformance

Position Summary:

Teleperformance is seeking a detail-oriented and experienced Escalation Specialist to handle complex customer issues and ensure timely resolution. The ideal candidate will act as a point of contact for escalated concerns, working closely with internal teams to deliver exceptional customer service and maintain high levels of client satisfaction.

Key Responsibilities:

Manage and resolve escalated customer issues through email, phone, or other communication channels.

Analyze complex problems, identify root causes, and implement effective solutions.

Collaborate with internal teams, including customer service, technical support, and management, to ensure issue resolution.

Document and track all escalated cases in the CRM system to ensure proper follow-up and closure.

Maintain a deep understanding of company policies, products, and processes to provide accurate information and solutions.

Provide feedback to management on recurring issues and suggest process improvements.

Ensure escalations are handled within predefined service level agreements (SLAs).

Build and maintain positive relationships with clients and customers to foster trust and loyalty.

Qualifications and Skills:

Bachelor's degree or equivalent work experience in customer service or a related field.

Proven experience in handling escalations or complex customer interactions, preferably in a BPO environment.

Strong communication and interpersonal skills, with the ability to manage difficult conversations professionally.

Proficiency in CRM software and MS Office tools.

Excellent problem-solving and analytical skills.

Ability to work in a fast-paced environment and manage multiple priorities effectively.

Strong attention to detail and a customer-first mindset.

Preferred Qualifications:

Experience working with international clients or in a global environment.

Knowledge of Teleperformance's products, se

• Experience

  1 - 4 Years

• No. of Openings

  50

• Education

  Higher Secondary

• Role

  Escalation Specialist

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office