Escalation Resolution Specialist
Transform customer experience by driving issue resolution and excellence in Escalation Management.
Job Description:
The ideal candidate will lead the development and execution of action plans to address critical situations, drive progress and resolution of customers' issues, and effectively communicate issue status to various stakeholders.
This is an exceptional opportunity for a seasoned professional to make a significant impact on our organization's commitment to delivering exceptional customer service.
Responsibilities:
* Develop and execute action plans to address complex customer situations.
* Communicate with cross-functional teams to ensure timely issue resolution.
* Drive systemic issue prevention and develop strategies to improve overall customer satisfaction.
* Collaborate with geographically dispersed teams to identify and resolve critical issues.
Requirements:
* Fluent communication skills in English, Portuguese, and Spanish (both written and verbal).
* 10+ years of customer-facing sales and/or service delivery experience.
* Prior experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles is highly desired.
Key Qualities:
* Strategic thinker with strong analytical and problem-solving skills.
* Excellent communication and interpersonal skills.
* Able to work in a fast-paced environment with multiple priorities.
* Results-driven with a focus on continuous improvement.