Customer Experience Specialist – Escalation Management

About the role

We are seeking a proactive, detail‑oriented Customer Experience Specialist to join our Escalation Management team at one of India’s largest logistics providers. You will own end‑to‑end escalation handling for the Delhivery Direct vertical, ensuring swift acknowledgement, resolution, and closure of customer issues.

Key responsibilities

• Monitor, acknowledge, and manage customer escalations captured through tickets, adhering to SLA timelines.
• Coordinate with operations, logistics, warehouse, and last‑mile teams to investigate and resolve complaints.
• Provide regular status updates to customers via appropriate channels until ticket closure.
• Maintain a professional brand voice in all communications.
• Flag systemic or recurring issues to the Team Lead for process improvement.
• Participate in daily huddles, team reviews, training sessions, and support audit activities.

Required profile

• Bachelor’s degree in any discipline (mandatory).
• 1‑3 years of experience in customer service, escalation handling, or fast‑paced operations.
• Prior exposure to logistics, e‑commerce, or supply‑chain customer service is preferred.
• Experience with customer support, escalation management, social‑media support, grievance handling, or operations support is a strong advantage.

Required skills