Escalation Specialist
Belong
Escalation Specialist
onsitego· Escalations
About this role
Handle customer escalations and high-priority complaints received through calls, emails, social media, or internal escalation channels.
Take complete ownership of assigned cases until final resolution and closure.
Understand the customer's concern in detail and conduct a thorough case study before providing a resolution.
Review the complete case history, including previous interactions, service visits, call records, emails, invoices, and other relevant documents.
Coordinate with internal teams, service partners, technicians, and other stakeholders to resolve customer concerns within the defined TAT/SLA.
Conduct RCA (Root Cause Analysis) for complex, repeated, and critical escalations.
Identify process gaps, service failures, communication gaps, and recurring issues and highlight them to the relevant stakeholders.
Ensure timely follow-up on pending cases and proactively track ageing cases.
Handle customers with professionalism and empathy, especially in situations involving dissatisfaction, repeated complaints, delayed service, or unresolved issues.
Arrange and conduct customer callbacks/conference calls wherever required.
Provide accurate and timely updates to customers throughout the resolution process.
Ensure all case notes, actions taken, commitments, and customer interactions are accurately documented.
Monitor cases requiring coordination with multiple departments and ensure timely closure.
Identify repeat escalations and take corrective action to prevent recurrence.
Escalate critical cases to the appropriate management/stakeholders with complete case details and recommendations.
Maintain daily/weekly reports related to escalations, ageing, closures, RCA, TAT, CSAT, and other performance metrics.
Handle inbound and outbound calls and emails related to escalated cases.
Ensure adherence to company policies, processes, and customer service guidelines.
Support continuous improvement initiatives by identifying trends and providing feedback based on customer escalations.
Frequently Asked Questions
Is the salary disclosed for the Escalation Specialist position at onsitego?
The salary for this Escalation Specialist role at onsitego is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Escalation Specialist position at onsitego located?
This Escalation Specialist role at onsitego is based in Mumbai, MH, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Escalation Specialist role at onsitego full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Escalation Specialist role in the Escalations department at onsitego.
Which team or department does the Escalation Specialist at onsitego belong to?
This Escalation Specialist position is part of the Escalations department at onsitego. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Escalation Specialist position at onsitego?
Click the "Apply Now" button on this page. You will be redirected to onsitego's official application portal hosted on keka where you can submit your application directly.
When was the Escalation Specialist job at onsitego posted?
This Escalation Specialist position at onsitego was posted on Aug 21, 2026. Apply as soon as possible — early applications are often reviewed first.
Escalation Specialist
onsitego
You'll be redirected to onsitego's official application page on keka.