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

● 1–4 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.