Job TitleCustomer Support Specialist (Escalations)
Job DescriptionResolve complex customer cases with professionalism and care.
About The RoleWe are looking for a highly skilled Customer Support Specialist (Escalations) to join our Customer Experience team. In this role, you will manage complex customer inquiries and escalations, delivering exceptional service through effective problem-solving, strong communication, and sound decision-making.
You will take ownership of customer cases from start to finish, working closely with internal teams to ensure timely and satisfactory resolutions while maintaining a customer-first approach.
Key Responsibilities
Complex Case Management
- Manage complex, high-priority customer cases from initial contact through final resolution.
- Serve as the primary point of contact for customers throughout the resolution process.
- Investigate issues, assess available solutions, and make informed decisions within established guidelines.
- Handle sensitive customer situations with professionalism, empathy, and discretion.
- Negotiate and mediate resolutions while balancing customer satisfaction and business objectives.
- Exercise sound judgment in resolving unique or non-standard situations.
Customer & Stakeholder Communication
- Communicate clearly and professionally across multiple channels.
- Explain policies, procedures, and solutions in a simple and customer-friendly manner.
- Collaborate with cross-functional teams to resolve customer concerns efficiently.
- Escalate issues appropriately when required while ensuring timely follow-up.
Operational Excellence
- Act as a subject matter expert for complex case handling and customer support processes.
- Identify recurring issues and provide recommendations for process improvements.
- Support pilot initiatives, new processes, and continuous improvement projects when applicable.
- Maintain accurate documentation while ensuring customer data confidentiality and compliance.
QualificationsRequired
- Minimum of 1 year of experience in a call center, customer support, or a similar customer-facing role, or experience in a higher-level customer service position.
- Proven experience managing complex customer cases and escalations.
- Excellent conflict resolution, negotiation, and problem-solving skills.
- Strong written and verbal communication skills.
- Ability to prioritize, organize, and manage multiple cases in a fast-paced environment.
- High School Diploma or equivalent.
- Excellent English communication skills (C1/C2 proficiency).
- Strong computer literacy with the ability to quickly learn new systems and tools.
- Flexibility to work rotating shifts, weekends, and public holidays based on business needs.
Preferred
- * Bachelor's degree or equivalent.
- Experience within customer experience, hospitality, technology, or service-based industries.
- Experience working with CRM platforms and productivity tools.
- Strong analytical skills with the ability to identify trends and recommend improvements.
- Experience collaborating with cross-functional teams.
Core Competencies
- Excellent communication and active listening.
- Customer-focused mindset with a passion for delivering outstanding service.
- Strong decision-making and sound judgment.
- Effective conflict resolution and negotiation skills.
- High attention to detail and organizational skills.
- Ability to perform under pressure while managing multiple priorities.
- Adaptability in a dynamic and evolving work environment.
- Commitment to maintaining customer confidentiality and data security.
