Escalations Specialist - Customer Service

You’ll be our-Escalations Specialist

You’ll be based at-IBC Knowledge Park, Bengaluru

You’ll be aligned with-Customer Success Manager 

You’ll be joining our-Escalations Team

Roles and Responsibilities

• De-escalation & Rapport Building – Effectively manage customer concerns, use appropriate retention strategies, and foster positive relationships during the resolution process.

• Cross-Functional Collaboration – Work closely with internal teams to ensure quick and effective issue resolution.

• Resolution Ownership – Take full ownership of customer concerns, track their progress, and follow up until a satisfactory resolution is achieved.

Here’s what we’re looking for

• Excellent Communication Skills – Ability to communicate clearly and effectively with customers, internal teams, and stakeholders. 

• Strong written and verbal communication is essential.

• Past Experience – Prior experience in handling customer escalations is mandatory. 

• Good Product Knowledge – Strong understanding of our products and services to provide accurate and effective solutions to customers.

• A good knowledge about Salesforce ( optional)

What you bring to Ather

Minimum 2 years of experience in Customer Support & Escalations Handling

A graduate in any field with strong acumen for customer service.