Escalation Agent – Customer Complaint Resolution

About the role

We are seeking a customer‑oriented Escalation Agent to manage and resolve customer complaints and escalated cases. The role involves communicating with customers, investigating issues, coordinating with internal teams, and ensuring timely, satisfactory resolutions.

Key responsibilities

• Handle customer complaints and escalated cases via phone, email, and other communication channels.
• Gather information and investigate customer concerns.
• Follow up with customers regarding the status of their cases.
• Coordinate with different departments to facilitate issue resolution.
• Maintain accurate records of customer interactions and case updates.
• Ensure all complaints are handled professionally and within company standards.
• Escalate complex cases when necessary.

Required profile

• Bachelor’s degree (fresh graduates welcome).
• Strong communication and interpersonal skills.
• Good problem‑solving abilities.
• Ability to handle challenging situations professionally.
• Good command of English.
• Customer‑service mindset and willingness to learn.

Required skills

• Proficiency in Microsoft Office applications.