Responsibilities:
∙ Handle and resolve high-impact customer escalations, including those directed to the senior management.
∙Manage grievance and second-level escalations cases and ensure timely and satisfactory resolutions.
∙Develop a thorough understanding of company policies, processes, and systems to provide effective solutions.
∙ Collaborate with the internal stakeholders at Onsitego for resolutions regarding customers’ issues, product problems, service questions and other general client concerns
∙ Address service problems by clarifying the customers’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
∙ Ensure timely resolution of all escalations within optimum turnaround time while maintaining a high level of professionalism.
∙ Identify trends and root causes of recurring issues and work towards process improvements.
Desired candidate profile:
∙ Proven 2-6 years of experience as Escalation Specialist or similar role
∙ Excellent communication and people skills
Experience: 2+ years
Qualification: Graduate
