Executive - Escalations

As an Escalation Specialist, your role involves handling and resolving high-impact customer escalations, including those directed to senior management. You will be responsible for managing grievance and second-level escalations cases, ensuring timely and satisfactory resolutions. It is essential to develop a thorough understanding of company policies, processes, and systems to provide effective solutions to customers. Your key responsibilities will include: - Collaborating with internal stakeholders at Onsitego to resolve customer issues, product problems, service questions, and other general client concerns. - Addressing service problems by clarifying customer complaints, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution. - Ensuring timely resolution of all escalations within optimum turnaround time while maintaining a high level of professionalism. - Identifying trends and root causes of recurring issues and working towards process improvements. In order to excel in this role, the company is looking for candidates who meet the following qualifications: - Proven 2-6 years of experience as an Escalation Specialist or similar role. - Excellent communication and people skills. Your experience level should be at least 2+ years, and you should hold a graduate qualification. Please note that the desired candidate profile includes specific experience requirements and essential skills to succeed in this position.,