About the role: In your role as a Customer Service Escalation Specialist, you'll manage complex member issues, including critical complaints, with a focus on active listening and empathy. Your ability to navigate challenging situations through thorough research and collaboration will be essential in successfully resolving intricate cases and enhancing customer satisfaction. Roles & Responsibilities : ● Manage Escalated Concerns: Address and resolve escalated customer issues effectively and professionally, ensuring a satisfactory outcome. ● Timely Closure: Maintain a closure rate of 24 hours or quicker for escalated cases, prioritizing efficiency and customer satisfaction. ● Follow-Up Communications: Conduct timely follow-ups with operations (OPS) to ensure continued support and resolution of customer inquiries. ● Identify Inefficiencies: Detect patterns in escalated issues and identify process inefficiencies, proposing enhancements for improvement. ● Handle Elite Inquiries: Respond to direct inquiries from high-class members, including business partners and influencers, providing exceptional service. ● Weekend Availability: Provide weekend coverage as required, ensuring consistent support for customer escalations. ● Leverage Experience: Utilize a minimum of 1 year of experience within an organization to demonstrate comprehensive product knowledge and expertise. ● Commitment to Satisfaction: Showcase a deep commitment to customer satisfaction through excellent communication skills, conflict resolution abilities, and strong problem-solving capabilities.
Job Title
Escalation Specialist