Escalation Executive
Jio · Posted Oct 22
Telecommunications, 5G network, mobile telephony, and high-speed broadband internet services
Get a personal compatibility score
Add a resume for personal matches
About the role
Jio is hiring an Escalation Executive for its Navi Mumbai office. The role handles escalations from the Chairman's Office, regulatory bodies, internal employees, and social media, ensuring complaints are resolved within SLA and customers are kept informed. It requires graduate-level education, 1–6 years of experience, and proficiency in Microsoft Word and Excel, with English and Hindi fluency.
What you will do
- Handle escalations received from the Chairman's Office, regulatory bodies, internal employees, and social media.
- Fast-track complaints and follow up with respective stakeholders for resolution.
- Ensure customers are informed throughout the entire cycle, from receipt of the complaint to closure.
- Ensure all regulatory complaints are downloaded, actioned, and uploaded after proper validation.
- Ensure all escalations are handled within the SLA.
- Conduct RCA/RCF on a case-to-case basis.
- Ensure own product, system, process, and policy knowledge is up to date.
- Provide feedback on issues driving customer dissatisfaction and propose suitable solutions.
Skills used in this role
What the employer is looking for
- Education : Graduate
- Total Experience: 1–6 years
- Good analytical skills.
- Good hands-on knowledge of Microsoft Word and Excel.
- Internal and external customer service orientation.
- Interpersonal and relationship-building skills.
- Experience in handling escalations.
- Expertise in Customer Experience/Customer Service.
- Fluency in English and Hindi (mandatory).
Benefits and support
- Compensation and benefits are detailed in the job posting
About Jio
Reliance Jio Infocomm is a major Indian telecommunications company and digital services provider operating a nationwide LTE and 5G network. As a subsidiary of Jio Platforms and Reliance Industries, it offers extensive mobile telephony, broadband internet, and cloud services to hundreds of millions of subscribers across India.
- Industry
- Telecommunications
- Company size
- 35000+ employees
- Founded
- 2007
- Location
- Navi Mumbai, Maharashtra, India
- Funding stage
- Public Company
Funding
Public Company · $20.1B raised
- 2023-10-03Conventional Debt$1.0B
Leadership
Chairman, Reliance Jio Infocomm & Managing Director, Jio Platforms
President, Reliance Jio
Recent coverage
Business World
Jio IPO Draws 4x Demand As Retail Quota Fills On Second Day2026-10-22
OnManorama
Appetite for $3.2 Billion IPO of Billionaire Mukesh Ambani's Jio Platforms Keeps Building2026-10-22
Jio Newsroom
Jio Platforms (JPL) Surged into Global Top 20 in Latest PCT Rankings by WIPO2026-06-14
Jio Newsroom
Bank of Baroda and Reliance Jio Partner to Launch 'bob World Lite' for Feature Phones2026-04-12