Deputy Manager - Escalation Specialist

As an Escalation Specialist, you will play a crucial role in managing and resolving customer escalations, and collaborating with internal and external stakeholders. Your responsibilities include ensuring Critical SLAs are met, implementing process changes, and providing insights to stakeholders. You will employ-escalation tactics, utilize available resources to solve complex issues and maintain a strong follow-up on assigned cases.

Your goal is to provide prompt, consistent, and delightful customer service, working with various support teams to uphold high-quality standards.

Key Responsibilities:
Manage customer escalations, ensuring issue ownership, action items, and communications are fulfilled.
Meet and adhere to Critical SLAs for timely issue resolution.
Implement process changes to resolve escalations within agreed timelines.
Provide valuable insights on escalations to stakeholders.
Utilize available resources to solve complex escalations independently.
Execute de-escalation tactics and strategies with team members.
Maintain strong follow-up on all assigned cases.
Collaborate with other customer support teams to ensure consistent and high-quality support.
Identify root causes of customer issues, suggest areas for improvement, and provide feedback to business and development teams.
Assist with customer communication during critical launches and support events.
Maintain and improve NPS/CSAT scores.

Skills Required:
Strong written and verbal communication skills in grammatically correct English.
Graduate with a minimum of 1 year of experience in handling escalation desks.
Proficient in MS Office applications (Excel, PowerPoint, Outlook).
Good knowledge of various social media platforms.
Understanding of case analysis.
Willingness to work rotating shifts and roster
Proactive approach with a positive attitude and flexibility to embrace change.
Strong attention to detail and willingness to learn.
Exercise good judgment and independent decision-making skills.

Qualifications:
Bachelors Degree in any field.
3+ years of overall experience with direct experience in customer-facing roles.
Computer literacy with experience using Windows/MS Office, Excel, and CRM management.
Demonstrated advanced proficiency in English/Regional language, both written and spoken.

Preferred Qualifications:
3 + years of experience in Customer Support in a fast-paced support environment.
Experience with B2C-focused companies.