The primary responsibility will be to ensure that our customers receive exceptional post-sales support and assistance, addressing any issues they encounter promptly and effectively. You will play a crucial role in managing and resolving escalated customer issues and concerns that arise after the sales process.

Skills

• Problem Solving
• Communication
• Customer Service
• Time Management
• Leadership Skills
• Collaboration Skills
• Attention to detail

Requirements

• Job Role Senior Escalation Specialist
• Job Type Full Time
• Workplace Type Onsite
• Industry Outsourcing and Offshoring Consulting

Secondary locations

About

Not provided

Responsibilities

• Handling Complex Customer Issues:

  • Manage and resolve high-priority, complex customer escalations that require immediate attention and advanced troubleshooting.

• Serve as a Point of Contact for Escalations:

  • Act as the key point of contact for both internal teams and customers for any escalated issues.
  • Ensure proper escalation procedures are followed to resolve issues efficiently.

• Provide Expert Guidance:

  • Provide expert support and advice to junior escalation specialists, assisting with case resolution when necessary.
  • Ensure the team follows best practices and adheres to company policies.

• Monitor Escalation Cases:

  • Track the status of ongoing escalated cases to ensure they are moving forward and being resolved on time.
  • Update customers on case progress and set realistic expectations for resolution.

• Analyze Root Causes:

  • Investigate root causes of recurrent issues and provide feedback to product teams or other departments to help reduce future escalations.

• Collaborate with Other Teams:

  • Work closely with technical, product, and support teams to find solutions and address root causes of escalated issues.
  • Escalate systemic problems to appropriate departments for long-term resolution.

• Customer Communication & Retention:

  • Ensure that customers are informed and satisfied with the resolution of their issues.
  • Work to rebuild customer trust and ensure customer retention through high-level problem resolution.

• Reporting & Documentation:

  • Document all escalations, resolutions, and feedback for internal review.
  • Generate reports on escalation trends, outcomes, and team performance for management.

• Training & Development:

  • Lead or assist in training programs for junior staff to enhance team skills in managing escalations effectively.

• Maintain High-Quality Standards:

  • Ensure that the highest standards of service are maintained in dealing with escalations.
  • Conduct post-resolution follow-up with customers to ensure satisfaction.

• Adhere to Service Level Agreements (SLAs):

  • Ensure all escalated issues are resolved within the defined SLA timelines, ensuring customer satisfaction and meeting business goals.

• Escalation Trend Analysis:

  • Identify patterns in escalated issues and work proactively with relevant departments to implement preventive measures.

Other Requirements

1. Problem-Solving:

   • Ability to analyze complex problems and develop effective solutions.
   • Strong troubleshooting and analytical thinking skills to resolve technical or service-related issues.

2. Customer Service:

   • Excellent customer service skills, with the ability to stay calm and professional under pressure.
   • Ability to empathize with customers and handle complaints with a positive attitude.

3. Communication Skills:

   • Excellent verbal and written communication skills to convey information clearly to both customers and internal teams.
   • Ability to explain technical concepts to non-technical stakeholders.

4. Technical Expertise:

   • In-depth understanding of the company’s products, services, and internal systems.
   • Expertise in handling technical issues, possibly including software, hardware, or service-specific problems.

5. Time Management:

   • Ability to prioritize and manage multiple escalations simultaneously.
   • Strong organizational skills to keep track of ongoing cases and deadlines.

6. Leadership & Team Collaboration:

   • Ability to mentor and guide junior team members.
   • Strong interpersonal skills to work with cross-functional teams, including customer service, technical teams, and management.

7. Conflict Resolution:

   • Expertise in de-escalating tense situations and resolving customer complaints efficiently and effectively.
   • Ability to manage difficult customer interactions and turn them into positive outcomes.

8. Attention to Detail:

   • Careful attention to case details to ensure the correct diagnosis of issues and thorough resolution.

9. Knowledge of CRM Systems & Tools:

   • Proficiency with Customer Relationship Management (CRM) software and other support tools like ticketing systems, live chat systems, etc.

10. Process Improvement:

• Ability to identify recurring issues and work with teams to implement solutions to prevent them.
• Continuous improvement mindset to optimize workflows and reduce escalation occurrences.

Good to have

Not provided

About the Company

A world where outsourcing meets excellence – welcome to HTIC Global! We stand as a beacon of excellence in the outsourcing landscape of Dubai, UAE. Renowned for our commitment to quality & client satisfaction, we take pride in being one of the best outsourcing company in the UAE region. With a dedication to delivering exceptional services, we have emerged as a trusted partner in sectors like - travel, aviation, financial consultancy, insurance, etc.