
Escalation Resolution Professional
5 days ago
Job Overview:
We are seeking a skilled and detail-oriented professional to join our team as an Escalation Specialist.
This role requires strong communication skills, problem-solving abilities, and empathy in dealing with customer concerns.
The successful candidate will be responsible for effectively managing and resolving escalated customer issues related to refunds, disputes, and other concerns.
They will also investigate and analyze the root causes of escalations to prevent recurrence and maintain accurate records of escalated cases.
Key Responsibilities:Customer Escalation Handling:
Manage and resolve escalated customer issues related to refunds, disputes, and other concerns.
Investigate and Analyze Root Causes:
Investigate and analyze the root causes of escalations to prevent recurrence.
Refund Management:
Process and oversee refund requests in adherence to company policies.
Communication and Customer Interaction:
Communicate with customers in a professional and empathetic manner to understand their concerns.
Documentation and Reporting:
Maintain accurate records of escalated cases, actions taken, and resolutions achieved.
Excellent Communication Skills:
Strong written and verbal communication skills.
Problem-Solving Abilities:
Strong problem-solving abilities and analytical mindset.
Empathy and Patience:
Empathy and patience in dealing with customer concerns.
Collaboration Skills:
Ability to collaborate effectively with cross-functional teams.
CRM Proficiency:
Proficiency in using CRM software and customer support tools.
Benefits:
This is a full-time position offering competitive compensation and benefits.
Opportunities for professional growth and development are available.
Join a dynamic team dedicated to delivering exceptional customer experiences.
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