We are seeking an experienced Escalation Specialist to join our Automotive Campaign team. This role is critical in managing complex customer complaints, ensuring timely resolution, and maintaining high levels of customer satisfaction. You will act as the point of escalation for unresolved issues, working closely with cross-functional teams to deliver solutions that protect brand reputation and strengthen customer trust.

Key Responsibilities

• Handle escalated customer complaints related to automotive products and services.
• Investigate issues thoroughly, analyze root causes, and provide effective resolutions.
• Collaborate with internal teams (operations, technical support, quality assurance) to resolve complex cases.
• Document all escalations and resolutions accurately in the system.
• Provide feedback and recommendations to improve processes and reduce recurring complaints.
• Ensure compliance with company policies, industry standards, and customer service best practices.
• Prepare reports on escalation trends and share insights with management.

Qualifications

• Minimum of 3 years experience in customer complaint management and escalation handling (preferably in automotive or BPO industry).
• Strong communication and negotiation skills, with the ability to manage difficult conversations professionally.
• Proven ability to resolve complex issues and deliver customer-focused solutions.
• Analytical mindset with attention to detail and process improvement.
• Ability to work under pressure and manage multiple escalations simultaneously.
• Proficiency in documentation and reporting tools.
• Willingness to work flexible schedules, including weekends and holidays if required.