Escalation Specialist

7 days ago


Manchester, United Kingdom Gamma Recruitment Team Full time
Job Summary: We are seeking a highly skilled Escalation Specialist to join our Gamma Recruitment Team. As an Escalation Specialist, you will be responsible for managing escalations and jeopardy between suppliers, channel partners, and internal stakeholders. This role requires excellent communication skills, adaptability, and a proactive mindset.

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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