Escalation Specialist

Job Description

Job Description: As a Customer Service Escalation Specialist, you will be responsible for managing the most complex member issues. These may include handling the most critical complaints. Your approach will involve effectively managing challenging situations by actively listening, demonstrating patience, and showing empathy. Through thorough research and collaborative efforts, you will work to successfully resolve intricate cases. Responsibilities: Manage escalated customer concerns Maintain a 24-hour or quicker closure rate Conduct follow-up communications with OPS Identify process inefficiencies, detect patterns, and propose enhancements, CCTV validation Address direct inquiries from high-class (elite) members, such as business partners, influencers Be available for weekend coverage as required Possess a minimum of 1 year of experience within an organization with comprehensive product knowledge Demonstrate a deep commitment to customer satisfaction Exhibit excellent written and verbal communication abilities Display adept thinking and problem-solving capabilities Showcase advanced skills in conflict resolution