Escalation specialist

Job Details

Description

About the Role : As an Escalation Specialist within Connexus Resource Group, you will play a pivotal role in handling brand customer escalations, ensuring exceptional client satisfaction, and maintaining the reputation of our brand.

This position requires a strong customer service background, the ability to make sound decisions quickly, and excellent communication skills to interact with clients and internal teams effectively.

Key Responsibilities :

• Customer Escalations Management : Handle escalated cases that cannot be resolved by the back office team, ensuring prompt and satisfactory resolution.
• Client Interaction : Conduct weekly meetings with Account Managers (AM) and Brand Clients to review procedures, discuss escalated cases, and provide updates on resolutions.
• Decision Making : Make final decisions on courtesy refunds and issue appeasements above the standard levels, such as discounts above 20%.
• Team Collaboration : Advise agents and supervisors on handling escalation cases, providing guidance and support to improve their de-escalation skills.
• Communication : Regularly communicate with Team Leads, Trainers, and Quality Assurance (QA) teams to highlight issues and recommend improvements.
• Professional Development : Stay updated on industry best practices, enhance customer service skills, and participate in training sessions as required.

Requirements :

• Customer Service Skills : Proven experience in a customer-facing role with strong skills in managing and resolving escalations.
• Decision-Making Ability : Demonstrated ability to make sound, quick decisions in high-pressure situations.
• Team Player : Ability to work effectively within a team, providing support and guidance to colleagues.
• Technical Proficiency : Proficiency in Microsoft Office Suite and general computer skills.
• Reading Comprehension : Strong ability to understand and interpret customer inquiries and issues accurately.
• Professionalism : Maintain a high level of professionalism in all client interactions and internal communications.

If you are a dedicated customer service professional with a knack for problem-solving and decision-making, we encourage you to apply for the Escalation Specialist position within Connexus Resource Group.

Join us in delivering exceptional service and making a difference in our customers' experiences.

Last updated : 2024-05-21