Escalation Executive (2-3 Yrs) Mumbai (After-Sales/Customer Service)

Job Title: Escalation Executive Location: HO - Mumbai Function: Customer Experience Role Overview:Looking for a proactive Escalation Executive to handle high-level customer complaints, including nodal and MD desk cases. The role involves investigating issues, conducting root cause analysis (RCA), ensuring timely resolutions, and collaborating across teams to improve customer satisfaction and service quality. Key Responsibilities:- Manage and resolve critical customer escalations within defined TAT- Communicate case status clearly to internal and external stakeholders- Identify trends, process gaps, and drive service improvements- Maintain documentation and support CX enhancement initiatives Preferred Experience:- 2-4 years in CX/Service Quality in NBFC/Lending/BFSI industry- Strong communication, RCA, and stakeholder management skills (ref:updazz.com)

Payroll Type : Permanent