Escalation Specialist

Job Title : Escalation Specialist MetaGo About Company: MetaGo, a division of Ketto Online Ventures Private Limited, is a tech-enabled platform focused on healthcare and crowdfunding. Ketto Online Ventures Private Limited, the parent company, is a private limited company incorporated on December 12, 2012, in Mumbai, Maharashtra, India. MetaGo provide healthcare services, possibly offering electronic health records, AI-powered health tracking, telehealth consultations, and personalised health insights Job Summary: We are looking for a customer-focused Escalation Specialist to manage complex customer issues and resolve complaints efficiently through email and chat support and call. The role requires strong communication, problem-solving, and coordination skills to handle sensitive healthcare-related queries with professionalism and empathy. Key Responsibilities Handle customer escalations received via chat, email & call. Investigate issues thoroughly and provide accurate, timely resolutions. Coordinate with internal teams to resolve complex cases. Ensure all customer interactions are documented properly in the system. Maintain service quality, response time, and customer satisfaction standards. De-escalate challenging situations with patience and professionalism. Follow company processes, compliance guidelines, and escalation matrices. Share feedback on recurring issues to improve customer experience. Required Skills and Experience 14 years of experience in customer support, escalation handling, chat support, or email support. Strong written communication skills in English. Good problem-solving and analytical skills. Ability to handle pressure and difficult customer conversations. Experience working with CRM, ticketing, or helpdesk tools. Prior experience in the healthcare or health industry is preferred. Ability to multitask and manage multiple cases efficiently. Preferred Qualifications Graduate in any discipline. Experience in healthcare support, or patient/customer service environments. Familiarity with SLA-based support and escalation management. Competencies Customer empathy. Attention to detail. Conflict resolution. Ownership and accountability. Team collaboration. Work Environment Customer support role in a fast-paced environment. 6 days working and it will be rotational shifts depending on business needs. .