job description
Are you a seasoned professional with a knack for resolving complex customer issues? Hytech Consulting Management is seeking a dedicated Escalation Specialist - Subject Matter Expert to join our dynamic team in Bali. In this role, you will serve as the go-to expert for handling high-priority client complaints, ensuring seamless communication between customers and our front-end teams, and driving solutions that enhance customer satisfaction.
As an Escalation Specialist, you will play a pivotal role in maintaining our reputation for excellence in customer service. Your expertise will be crucial in de-escalating tense situations, analyzing root causes of complaints, and implementing strategies to prevent recurrence. This is a fantastic opportunity for a detail-oriented professional who thrives in a fast-paced environment and is passionate about delivering exceptional service.
If you are committed to making a difference and have a proven track record in customer service or call center operations, we want to hear from you! Join us in beautiful Bali and take your career to the next level with a company that values your expertise and dedication.
Responsibility
- Serve as the primary point of contact for escalated customer complaints and high-priority issues.
- Analyze and investigate the root causes of customer complaints to identify trends and areas for improvement.
- Collaborate with front-end teams to ensure effective communication and resolution of customer concerns.
- Develop and implement strategies to reduce the volume of escalations and enhance overall customer satisfaction.
- Provide expert guidance and training to customer service representatives on handling complex inquiries.
- Document and track escalations, ensuring timely follow-up and resolution.
- Act as a liaison between customers and internal departments to facilitate smooth issue resolution.
- Prepare reports and presentations on escalation trends and customer feedback for management review.
Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3 years of experience in customer service, call center operations, or a similar role.
- Proven experience as a Subject Matter Expert or Escalation Specialist in a customer-facing environment.
- Excellent communication and interpersonal skills, with the ability to de-escalate tense situations.
- Strong analytical and problem-solving skills to identify root causes and implement solutions.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work independently and as part of a team in a fast-paced environment.
- Fluency in English; additional languages are a plus.