Escalation Specialist

Role Overview: As a Customer Service Escalation Specialist, your main responsibility will be managing complex member issues, including critical complaints. You will need to focus on active listening and empathy to successfully resolve intricate cases and enhance customer satisfaction. Your expertise in navigating challenging situations through thorough research and collaboration will be crucial in this role. Key Responsibilities: - Address and resolve escalated customer issues effectively and professionally to ensure a satisfactory outcome. - Maintain a closure rate of 24 hours or quicker for escalated cases, prioritizing efficiency and customer satisfaction. - Conduct timely follow-ups with operations (OPS) to ensure continued support and resolution of customer inquiries. - Detect patterns in escalated issues and identify process inefficiencies, proposing enhancements for improvement. - Respond to direct inquiries from high-class members, including business partners and influencers, providing exceptional service. - Be available to provide weekend coverage as required to ensure consistent support for customer escalations. Qualifications Required: - Minimum of 1 year of experience within an organization demonstrating comprehensive product knowledge and expertise. - Deep commitment to customer satisfaction through excellent communication skills, conflict resolution abilities, and strong problem-solving capabilities.,