Escalation Specialist Job Description
As an Escalation Specialist, you will be the primary point of contact for escalated customer issues. You will analyze customer complaints or concerns and determine the best course of action to resolve them. You will collaborate with internal teams such as sales, technical support, and account management to investigate and address the root cause of customer issues. Additionally, you will provide guidance and training to customer service representatives on handling escalated cases.
Responsibilities
- Receive and analyze customer complaints or concerns to determine their root cause
- Collaborate with internal teams to investigate and resolve customer issues
- Serve as a mediator between customers and different departments within the organization
- Provide guidance and training to customer service representatives on handling escalated cases
- Maintain accurate records of customer interactions and case resolutions
- Identify opportunities for improvement in customer service processes
- Ensure customer satisfaction and resolution of escalated issues
Qualifications
- Previous experience in customer service or a similar role
- Strong problem-solving and decision-making skills
- Excellent communication and interpersonal skills
- Ability to remain calm and professional under pressure
- Attention to detail and strong organizational skills
- Ability to work well in a team environment
- Knowledge of CRM software and ticketing systems
Skills
- Customer service
- Problem-solving
- Communication
- Mediation
- Attention to detail
- Organizational skills
- Conflict resolution
- CRM software
- Ticketing systems