Escalation Specialist: Cic
Job Description
Administration Skills |Identify the root cause of complex customer issues and formulate viable solutions within company policy Maintain an up-to-date knowledge of products, services and policies to facilitate issue resolution Document all case details and resolutions accurately Analyse trends and propose process improvements Prepare and present daily, weekly, monthly, quarterly, annual reports.
Client/Customer Satisfaction|Receive and review escalated customer cases, investigating and analysing issues thoroughly Interact directly with irate or dissatisfied customers, employing expert negotiation, problem-solving, and de-escalation skills .
Stakeholder Management|Act as the liaison between customers and internal departments to drive cross-functional resolution Effective relationship ownership and partnership management .Degree/Diploma NQF Level 6 or 73-4 years of experience as an Escalation Specialist, Customer Service Supervisor or similar role.Working knowledge of computer hardware and software in generalMust be well organisedand able to multitask in order to efficiently handle substantial workflowMust be able to deliver professional and effeciate customer servicesAbility to resolve escalated issues with minimal supervision and supportAbility to manage and motivate othersAbility to communicate effectivley, both verbally and in writting across multiple level management.
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Job Detail
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Job IdJD1318808
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationGauteng, South Africa
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EducationNot mentioned