Escalation Specialist - Email and Calls

About the role

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.

What you'll do

• Handle Escalated Cases: Take ownership of complex customer inquiries, complaints
• Investigate and Resolve Issues: Work cross-functionally with relevant teams (e.g., product, engineering, sales
• Ensure Effective Communication: Keep customers informed about the status of their issues
• Maintain High Customer Satisfaction: Provide outstanding service and maintain customer satisfaction levels even in challenging or difficult circumstances. Aim to exceed…
• Analyze Root Causes: Investigate patterns or recurring issues that may require process improvements. Provide feedback to the management team to help prevent similar…

What you need

• CRM
• Customer service
• Escalation handling
• Communication
• Sales