Escalations Specialist

We are seeking a dynamic, problem-solving professional to join our team as an Escalations Specialist. By using your excellent communication skills and keen attention to detail, you will play a pivotal role in resolving intricate customer service issues and fostering an improved customer experience.

Job Responsibilities:

Our Escalations Specialist will manage escalated customer service inquiries and complaints by providing efficient, prompt, and high-quality responses.

You will collaborate with various internal departments to find solutions, track escalation cases to ensure timely resolution and mitigate potential risks that may affect customer satisfaction.

Key duties for this role include:

Managing escalated cases and resolving complex problems

Collaborating across teams to swiftly address customer issues

Implementing customer-centric strategies to enhance the customer service experience

Assessing trends in escalated issues and making recommendations for service enhancements

Ideal Candidate:

The ideal candidate is an individual with a strong background in customer service, preferably in an escalated support role. You possess excellent communication skills, a high level of empathy, and an unwavering commitment to improving the customer experience. Ideally, your problem-solving skills are top-notch, and you are able to keep calm and effective in challenging situations.

Key Qualifications:

Previous experience in a customer service and escalation management role

Exceptional verbal and written communication skills

Proven track record of effective problem-solving

Strong ability to manage multiple tasks and prioritize effectively

Experience working with customer service software, databases, and CRM systems.