Client Escalations Specialist - Cape Town - Lead Generation Group
Lead Generation Group Cape Town
3 days ago
Description
Job Title: Escalations Manager
We are seeking a seasoned professional to oversee and resolve client complaints and issues, particularly with clients based in the UK and USA. The ideal candidate will excel in de-escalating challenging situations while adhering to company policies.
Key Responsibilities:
- Manage and resolve escalated client complaints and issues, ensuring high customer satisfaction.
- Act as primary point of contact for escalations from both UK and USA clients.
- Utilize expert de-escalation techniques to handle challenging situations effectively and professionally.
- Adhere strictly to company policies and guidelines while addressing client concerns.
- Provide feedback, coaching, and advice to the team on best practices for complaint prevention and resolution.
- Develop strategies to reduce escalation frequency and enhance overall client experience.
- Maintain accurate records of all escalations and resolutions, ensuring compliance with company standards.
- Collaborate with other departments to identify root causes of complaints and work on continuous improvement initiatives.
- Prepare regular reports on escalation trends and outcomes for senior management.
Requirements:
- Proven experience as an Escalations Manager or similar role, preferably dealing with both UK and USA clients.
- Expertise in de-escalation techniques and conflict resolution.
- Strong understanding of company policies and ability to adhere to them strictly.
- Excellent communication and interpersonal skills.
- Ability to provide constructive feedback and coaching to team members.
- Experience in online lead generation is a plus, but not essential.
- Strong problem-solving skills and proactive approach to preventing complaints.
- Ability to work under pressure and handle multiple escalations simultaneously.
- High level of integrity and professionalism.
Qualifications:
- Minimum 5 years of experience in an escalations management role or similar.
- Experience working in a fast-paced, client-focused environment.
Estimated Salary: $80,000 - $110,000 per annum, depending on location and experience.
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