Escalation Desk Specialist

As an Escalation Desk Specialist, you will play a pivotal role in managing and resolving complex customer issues that require escalated attention. Your primary responsibility will be to provide expert support on calls & emails, ensure timely resolutions and maintain exceptional levels of customer satisfaction. The ideal candidate will possess excellent communication, problem-solving, and interpersonal skills, along with a strong understanding of our products/services and the ability to work collaboratively with cross-functional teams.

• Escalation Management: Receive, analyze and manage escalated customer queries, complaints, or technical issues via multiple channels, including phone, email and ticketing system.
  
• Problem Identification: Identify the root cause of customer concerns, demonstrating a deep understanding of the products/services, processes, and company policies.
  
• Prioritization and Resolution: Prioritize escalated cases based on urgency and severity and work diligently to resolve them within defined service level agreements (SLAs).
  
• Collaboration: Collaborate with various internal teams, including Lops teams, tech, product development, to escalate complex issues and ensure seamless resolution
  
• Customer Advocacy: Serve as a customer advocate, passionately representing the customer's voice and needs within the organization, striving to exceed customer expectations
  
• Documentation: Maintain detailed and accurate records of customer interactions, actions taken, and resolutions provided in the designated system
  
• Process Improvement: Identify trends or patterns in escalated issues and proactively propose process improvements to prevent future escalations
  
• Communication: Communicate effectively and professionally with customers and internal stakeholders, keeping them informed throughout the escalation process
  
• Quality Assurance: Ensure adherence to quality standards in handling escalated cases