Escalation Co-ordinator

**Main Purpose of the Job**:
The Mweb Sales division in Cape Town currently has a vacancy for an Escalations Co-ordinator reporting to the Escalations Manager. The Escalations Co-ordinator is the central point of communication in resolving queries, complaints and escalations between Mweb, its internal departments, Third Parties and the Customers.

**Job Output**:
Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards.
- Immediately and thoroughly research escalation case to identify root cause and estimate level of severity and impact to determine next steps and if further escalation is required
- Seek any necessary supporting information from other departments.
- Accurately and effectively narrate each escalation case to ensure accurate and timeous resolution.
- Use great judgement in assessing customer situations
- Follow department and business guidelines to resolve issues and/or provide explanation to the customer; promptly inform other partners and departments of outcomes as well
- Notify manager of delays in resolving escalated situations within the business, and continue to manage any case which has not yet been resolved to the customer's satisfaction
- Keep accurate, complete and up-to-date logs of all escalation/complaints.
- Prepare reports and business cases to management related to your findings; participate in the development of action plans to improve customer experience
- Work with other departments to ensure implementation and completion of action plans
- Provide feedback to manager and QA on coaching opportunities for front-line Customer Support and Sales staff
- Participation in process improvements and encourage team members to do the same
- Assist in developing quality and productivity metrics
- Ensure ticket center is kept up to date and within the agreed TAT
- Manage high volume workload to ensure no missed deadlines
- Delegate assignments and tasks effectively and set deadline expectations
- Work closely with Team Leaders to help promote a positive working environment
- Handle customer complaints and address escalations with customers
- Auditing/creating reports to track trends on month to month basis
- Ensure the highest levels of productivity, service, and client satisfaction levels
- Be agile and possess the ability to identify process gaps and inefficiencies
- In addition to the above the business reserves the right add and remove tasks in line with its strategy from time to time

**Skills and Competencies**:
Meticulous attention to detail, remain alert while conducting repetitive research; nothing gets past you
- Pro-activity and initiative
- Judgment/Problem Solving skills
- Excellent customer service orientation
- Excellent telephonic etiquette, written and verbal communication skills - can influence and persuade under positive or negative circumstances. Excellent and active listener.
- Fluent in English
- Passion and knack for problem solving
- Exceptional written and verbal communication skills - can influence and persuade under positive or negative circumstances, excellent and active listener.
- Self-management and motivated
- Able to meet deadlines. Excellent Time management and Time awareness skills

**QUALIFICATIONS**
- Fluent in English
- Matric. Tertiary diploma or degree advantage

**Experience**:

- Minimum 3 -years administration in a call centre environment and/or call centre experience essential
- Advanced computer literacy skills
- Working knowledge of sales back end processes a must
- Knowledge of the ISP industry and products advantageous
- Database and capturing experience preferred
- Customer service experience required
- Experience managing, prioritizing, and categorizing a high volume of work.