Job Summary:
We are looking for a skilled and experienced Escalation Specialist to join our Grievance team. The Escalation Specialist will handle complex customer issues that require additional attention and resolution, ensuring that customer concerns are addressed quickly and effectively. You will be a key part of our Grievance operations, working to enhance customer satisfaction and improve service delivery by resolving escalated cases.
Key Responsibilities:
- Handle Escalated Cases: Take ownership of complex customer inquiries, complaints, and issues that have been escalated beyond the first-line support team. Act as the primary point of contact for these cases.
- Investigate and Resolve Issues: Work cross-functionally with relevant teams (e.g., product, engineering, sales, etc.) to investigate and resolve customer issues in a timely manner.
- Ensure Effective Communication: Keep customers informed about the status of their issues, offering transparent and professional communication throughout the resolution process.
- Maintain High Customer Satisfaction: Provide outstanding service and maintain customer satisfaction levels even in challenging or difficult circumstances. Aim to exceed customer expectations whenever possible.
- Analyze Root Causes: Investigate patterns or recurring issues that may require process improvements. Provide feedback to the management team to help prevent similar issues from arising in the future.
- Document and Track Escalations: Keep detailed records of all escalations, resolutions, and customer interactions for future reference and analysis.
- Follow Up on Resolutions: Ensure follow-up actions are completed after escalation issues are resolved to guarantee that customer satisfaction is maintained.
- Advocate for Customer Needs: Serve as the voice of the customer within the organization, advocating for their needs and ensuring they are understood by relevant internal stakeholders.
Required Skills and Qualifications:
- Bachelor's degree in Business, Communication, or related field (or equivalent experience).
- 1 -2 years of experience in a customer service or support role, with at least 6 Months to 1 year of experience handling escalations.
- Strong problem-solving skills and a customer-centric approach.
- Ability to stay calm and professional in high-pressure situations.
- Excellent communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner.
- Ability to work independently and manage multiple escalated cases simultaneously.
- Proficient in using customer support software, CRM tools, and other business systems.
- Strong attention to detail and organizational skills.
- Ability to collaborate effectively with cross-functional teams to resolve issues.
