Design Cafe
Website:
designcafe.com
Job details:
Escalation Specialist
Department
Customer Experience / Operations
Location
Bengaluru, Karnataka (Hybrid/On-site)
Employment Type
Full-Time
About the Role
We are looking for a proactive and customer-focused Escalation Specialist to manage and resolve high-priority customer concerns across the project lifecycle. The ideal candidate will act as a bridge between customers, design teams, project managers, and internal stakeholders to ensure timely resolution, customer satisfaction, and process improvement.
This role requires strong communication skills, problem-solving ability, ownership mindset, and experience handling escalations in a fast-paced service environment.
Key Responsibilities
- Handle customer escalations related to design, execution, delivery timelines, quality, installation, and service experience.
- Act as the single point of contact for critical customer issues until closure.
- Coordinate with internal teams including Sales, Design, Operations, Procurement, Installation, and Customer Support to drive resolution.
- Maintain regular communication with customers and provide timely status updates.
- Analyze escalation trends and identify root causes to recommend preventive measures.
- Ensure all escalations are documented accurately in CRM/tools.
- Monitor SLA adherence and ensure escalation resolution within defined timelines.
- Prepare escalation reports, dashboards, and management summaries.
- Support leadership with customer retention and service recovery initiatives.
- Drive process improvements to enhance overall customer experience.
Required Skills & Competencies
- Excellent verbal and written communication skills.
- Strong conflict resolution and negotiation abilities.
- High emotional intelligence and customer empathy.
- Ability to manage multiple stakeholders and prioritize critical issues.
- Analytical mindset with attention to detail.
- Strong follow-up and ownership capabilities.
- Proficiency in CRM tools, MS Excel, and reporting dashboards.
- Ability to work under pressure and manage sensitive situations professionally.
Qualifications
- Bachelor’s degree in Business Administration, Operations, Hospitality, or related field.
- 3–6 years of experience in Customer Escalation Management, Customer Success, Operations, or Service Recovery.
- Experience in Interior Design, Home Interiors, Real Estate, Retail, or Service Industry is preferred.
Preferred Experience
- Prior experience in customer escalation handling for home interior or project-based businesses.
- Familiarity with project coordination and vendor management.
- Exposure to NPS/CSAT improvement initiatives.
Key Performance Indicators (KPIs)
- Escalation resolution TAT
- Customer satisfaction (CSAT/NPS)
- Reduction in repeat escalations
- SLA adherence
- Customer retention and recovery success rate
Click on Apply to know more.