Lead Generation Group Escalations Resolution Specialist

7 days ago


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

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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