Customer Support (Escalation handling)

We are currently seeking Customer Specialist (Escalations) for a travel tech client for 9-months & renewable contract role. This is a remote opportunity with the shift time from 2pm to 10pm from Tuesday to Saturday/Sunday to Thursday. The Customer specialist will work closely with global stakeholders to ensure brand risk cases are managed and mitigated as customer service integrity is preserved. The work is around the region to handle urgent and sensitive cases.

Job Description:

• Handle highly sensitive, complex and confidential cases concurrently, often when there is no clear path to resolution.
• Use the Intake scoring matrix to triage and assign incoming escalation tickets from multiple sources, keeping a brand protection mindset, making sure to relay critical information relevant to each case
• Use sound decision quality to determine how to triage each case, individually. These will include within the team, de-escalating to teams, and forwarding to relevant cross functional teams within established SLAs.
• Meet performance expectations regularly and manage time efficiently to handle multiple workstreams (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc),

Qualifications:

• 2+ years of experience in high touch customer service role.
• Able to quickly identify root causes, confident working with stakeholders.
• Customer focus, able to quickly review cases and provide professional summaries or recommendations to diverse audiences.
• You readily take on challenges and handle them with grace and a positive attitude.

If this sounds you, please apply here or you can email me at jvenkataraman@welovesalt.com for a confidential discussion.

CEI No: R1659595 / EA No: 07C3147

Salt is acting as an Employment Business in relation to this vacancy.