Escalation Specialist
7 days ago
Key Responsibilities:
- Manage orders/faults through the lifecycle of the escalation.
- Act as single point of contact for customer queries during the lifecycle of the escalation.
- Assist the business by proactively managing focus areas in line with the jeopardy function.
- Analyse tickets that have been escalated and escalate higher to provide prompt resolution when necessary.
- Engage with our suppliers to manage the lifecycle of escalations.
- Attend customer calls/meetings as required, including supplier meetings.
- Provide support/advice to teams regarding escalations and complex matters.
About You:
- Experience of managing escalations to an exceptional standard.
- Knowledge of Voice technologies.
- Excellent communication skills, adaptable to different audiences.
- Possess a passion for delivering excellent customer service.
- Proven problem-solving skills with a 'can-do' attitude.
- Ability to manage multiple tasks and work under pressure.
Salary: The estimated salary for this role is $80,000 - $110,000 per annum, depending on experience. This is a competitive salary range that reflects the skills and qualifications required for this position.
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