This role is mainly responsible for managing escalations and resolving critical customer cases effectively and efficiently. The role involves addressing sensitive situations, ensuring customer satisfaction, minimizing impact on the business, and maintaining the company's reputation.
Handle customer support tickets and complaints transferred from Level 1 or Level 2 (L1/L2) Frontline Agent.
Clarify customer complaints, resolve issues, or follow the escalation process.
Immediate Response: Respond to and manage escalated cases and critical customer issues with professionalism and urgency.
Monitor alerts across various channels (phone, email, chat) and respond promptly to crisis signals.
Situation Assessment: Engage with customers and internal stakeholders to evaluate the severity and impact of the situation.
Analyze situations to identify root causes and recommend actionable solutions.
Collaboration: Work closely with internal teams (Legal, Risk, Product, Finance and other Ops functional Teams) to devise and implement immediate resolution of crises.
Documentation: Accurately record incident details, actions taken, and post-crisis analysis to help improve future response plans.
Communication: Serve as a liaison during crisis situations, providing clear updates and status reports to management and affected stakeholders.
Monitor crisis trends and propose strategies to mitigate similar issues in the future.
Act as the point of contact during emergencies, ensuring proper escalation protocols are followed.
Training & Updates: Contribute to the development and continuous improvement of crisis management protocols and assist in training team members on best practices.
Balance company policies with customer benefits in decision-making.
Manage own backlog and ensure adherence to KPIs, including productivity, CSAT, SLA, etc.
Requirements
Bachelor’s degree in Business, Communications, or a related field (preferred but not mandatory).
Previous experience in customer service, crisis management, or escalation handling.
Strong problem-solving skills and ability to work under pressure.
Excellent communication and interpersonal skills, including conflict resolution.
Ability to multitask and prioritize tasks effectively.'Good teamwork
Show a willingness to learn and adapt quickly to new environments.
Strong English skills is an advantage
Work Conditions:
Available to work flexible hours, including weekends and non-business hours as required.
May require remote work and immediate response to urgent situations.
Working shifts from 9h00 to 19h00 all days of the week (9 hour/shift), 2 days off in week, willing to work on duty.