Escalation Support Officer - Customer Service

Job Description :

- Handling End to end Case Management.Proactively manage and resolve difficult complaints until they are resolved.

- Communications & Customer Relations, being the primary point of contact, building trust, and providing status updates.

- In-depth Problem Analysis, investigating the root cause of complaints and their impact on customers.

- Cross-Department Coordination, collaborating with internal teams to obtain solutions and resources.

- Flexibility & Autonomy, have flexibility and autonomy in decision making when handling complaints.

- Internal Customer Advocacy, representing the voice of customers within the company.

- Identify Systemic Problems, collaborate with all internal customer service teams to understand the issues that occur and prevent problems from recurring.

- Documentation & Reporting, recording case interactions and reporting complaint trends for improvement.

- Post-Resolution Follow-up, ensuring the solution is successful and customer satisfaction is maintained

Requirements :

- Min. Bachelor's degree

- Min. experience as Customer Service L2 with a focus on Complaint handling

- Have empathetic, persuasive and professional verbal and written communication skills.

- Strong in analysis to identify root causes and find innovative solutions.

- Experienced in negotiation and conflict mediation for positive outcomes.

- Organized, able to manage multiple cases at once with attention to detail and deadlines.

- Able to work effectively in a team and build relationships between departments.

- Able to work under pressure, manage emotions, and stay calm.

- Highly committed to customer satisfaction and a strong desire to resolve problems.

- Technology: Proficient with CRM systems (e.g., Zendesk) is a plus.

- Willing to work with shifting schedules