Lead Generation Group Escalations Resolution Specialist
7 days ago
Job Overview
The Lead Generation Group seeks an experienced Escalations Resolution Specialist to join our team. As a seasoned professional, you will be responsible for managing and resolving client complaints and issues, particularly those from UK and USA clients.
About the Role
- Manage and resolve escalated client complaints and issues in a timely and effective manner.
- Act as the primary point of contact for escalations from both UK and USA clients.
- Utilize expert de-escalation techniques to handle challenging situations effectively and professionally.
- Provide feedback, coaching, and advice to the wider team on best practices for complaint prevention and resolution.
- Maintain accurate records of all escalations and resolutions, ensuring compliance with company standards.
Requirements
To be successful in this role, you will need:
- Proven experience as an Escalations Manager or in a similar role, preferably dealing with both UK and USA clients.
- Expertise in de-escalation 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 working in a fast-paced, client-focused environment.
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