Escalation Agent

Job Title: Escalation AgentJob Summary:We are looking for a customer-oriented Escalation Agent to support the resolution of customer complaints and escalated cases. The successful candidate will be responsible for communicating with customers, investigating issues, coordinating with internal teams, and ensuring cases are resolved efficiently while maintaining a positive customer experience.Key Responsibilities:• Handle customer complaints and escalated cases through phone calls, emails, and other communication channels.• Gather information and investigate customer concerns.• Follow up with customers regarding the status of their cases.• Coordinate with different departments to facilitate issue resolution.• Maintain accurate records of customer interactions and case updates.• Ensure all complaints are handled professionally and within company standards.• Escalate complex cases when necessary.Requirements:• Bachelor’s degree.• Fresh graduates are welcome to apply.• Strong communication and interpersonal skills.• Good problem-solving abilities.• Ability to handle challenging situations professionally.• Good command of English.• Proficiency in Microsoft Office applications.• Customer service mindset and willingness to learn.Preferred:• Previous internship, call center, customer service, or tourism experience is a plus.