Escalations Manager

2 weeks ago

Cape Town, Western Cape, South Africa Lead Generation Group Full time

Job Description:


We are looking for a seasoned Escalations Manager with expertise in handling and resolving 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.

This role requires strong communication skills, the ability to provide constructive feedback to the team, and a proactive approach to preventing future complaints.


Key Responsibilities:

  • Manage and resolve escalated client complaints and issues, ensuring a high level of customer satisfaction.
  • Act as the primary point of contact for escalations from both UK and USA clients.
  • Utilize expert deescalation 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 wider team on best practices for complaint prevention and resolution.
  • Develop and implement strategies to reduce the frequency of escalations 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 and present regular reports on escalation trends and outcomes to senior management

Qualifications:



  • Proven experience as an Escalations Manager or in a similar role, preferably dealing with both UK and USA clients.
  • Expertise in deescalation techniques and conflict resolution.
  • Strong understanding of company policies and the 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 problemsolving skills and a proactive approach to preventing complaints.
  • Ability to work under pressure and handle multiple escalations simultaneously.
  • High level of integrity and professionalism.

Education and Experience:

  • Minimum of 5 years of experience in an escalations management role or similar.
  • Experience working in a fastpaced, clientfocused environment.
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