Escalation Manager

Escalation Manager – Job Description Location: Chennai Industry: Interior Design & Home Interiors Experience Required: 5+ Years About the Role We are looking for a highly proactive and customer-focused Escalation Manager to manage critical customer concerns and ensure timely resolution across projects. The ideal candidate will act as a bridge between customers, operations, design, execution, and leadership teams to drive customer satisfaction and maintain service excellence throughout the project lifecycle. The role requires strong stakeholder management, problem-solving ability, ownership mindset, and experience in handling escalations in a fast-paced customer-centric environment like home interiors, fit-outs, or real estate services.

Key Roles & Responsibilities: Handle high-priority customer escalations across sales, design, execution, delivery, quality, and service-related concerns. Act as a single point of contact for escalated customers and ensure resolution within defined timelines. Coordinate with internal teams including Design, Sales, Operations, Procurement, CRM, and Project Management for quick issue closure.

Track and monitor escalated cases through structured follow-ups and regular status updates. Drive customer satisfaction and retention by ensuring professional communication and solution-oriented handling. Identify root causes of recurring escalations and work with stakeholders on preventive action plans.

Maintain escalation dashboards, MIS reports, TAT tracking, and resolution metrics. Ensure adherence to company SOPs, service standards, and customer experience benchmarks. Conduct regular reviews with internal stakeholders to improve project delivery and customer experience.

Support leadership with escalation insights, trend analysis, and process improvement recommendations. Manage critical situations calmly and professionally while balancing customer expectations and business goals. Desired Candidate Profile: 5+ years of experience in Escalation Management, Customer Experience, CRM, Client Servicing, or Operations.

Prior experience in Interior Design, Home Interiors, Fit-Out, Real Estate, or Consumer Service industry preferred. Strong communication, conflict resolution, and stakeholder management skills. Ability to manage multiple critical cases simultaneously with high ownership.

Strong analytical and reporting skills with attention to detail. Proficient in CRM tools, Excel, MIS reporting, and escalation tracking systems. Customer-first mindset with strong problem-solving abilities.

Ability to work in a fast-paced and target-driven environment. Qualification: Bachelor’s degree in Business Administration, Operations, Management, or related field. What We’re Looking For Strong ownership mindset Excellent interpersonal and negotiation skills Process-driven approach Ability to handle pressure situations effectively High emotional intelligence and customer empathy