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Escalation Management Expert

1 week ago

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

We are looking for an experienced Escalations Manager Lead to join our team at the Lead Generation Group.

About the Role

This position involves managing and resolving complex client complaints, utilizing strong leadership skills and excellent communication abilities.

Key responsibilities include:

  1. Developing strategies to reduce the frequency of escalations and enhance overall client experience.
  2. Collaborating with other departments to identify root causes of complaints and implement continuous improvement initiatives.
  3. Maintaining accurate records of all escalations and resolutions.
  4. Preparing and presenting regular reports on escalation trends and outcomes to senior management.

The ideal candidate will have a deep understanding of customer needs and be passionate about delivering exceptional customer experiences.