Escalation Specialist

In the role of a Customer Service Escalation Specialist, you will be responsible for managing complex member issues, including critical complaints, with a focus on active listening and empathy. Your expertise in navigating challenging situations through thorough research and collaboration will play a crucial role in successfully resolving intricate cases and enhancing customer satisfaction. Your main responsibilities will include addressing and resolving escalated customer issues effectively and professionally to ensure a satisfactory outcome. You will be expected to maintain a closure rate of 24 hours or quicker for escalated cases, prioritizing efficiency and customer satisfaction. Additionally, conducting timely follow-ups with operations (OPS) to ensure continued support and resolution of customer inquiries will be essential. As a Customer Service Escalation Specialist, you will also be required to detect patterns in escalated issues and identify process inefficiencies, proposing enhancements for improvement. Responding to direct inquiries from high-class members, including business partners and influencers, and providing exceptional service will be part of your role. It is important to note that you should be available to provide weekend coverage as required to ensure consistent support for customer escalations. Utilizing a minimum of 1 year of experience within an organization to demonstrate comprehensive product knowledge and expertise will be expected from you. You should showcase a deep commitment to customer satisfaction through excellent communication skills, conflict resolution abilities, and strong problem-solving capabilities.,