Escalation Specialist

Job Description:
As a Customer Service Escalation Specialist, you will be responsible for managing the most
complex member issues. These may include handling the most critical complaints. Your
approach will involve effectively managing challenging situations by actively listening,
demonstrating patience, and showing empathy. Through thorough research and collaborative
efforts, you will work to successfully resolve intricate cases.
Responsibilities:
Manage escalated customer concerns
Maintain a 24-hour or quicker closure rate
Conduct follow-up communications with OPS
Identify process inefficiencies, detect patterns, and propose enhancements, CCTV validation
Address direct inquiries from high-class (elite) members, such as business partners, influencers
Be available for weekend coverage as required
Possess a minimum of 1 year of experience within an organization with comprehensive product
knowledge
Demonstrate a deep commitment to customer satisfaction
Exhibit excellent written and verbal communication abilities
Display adept thinking and problem-solving capabilities
Showcase advanced skills in conflict resolution