Client Advocacy Manager

5 days ago


Cape Town, Western Cape, South Africa Lead Generation Group Full time
Escalation Resolution Specialist

Lead Generation Group is seeking a skilled Escalation Resolution Specialist to resolve escalated client complaints and issues.

Key Responsibilities:

  • Resolve escalated client complaints, ensuring high customer satisfaction.
  • Act as primary point of contact for clients.
  • Utilize expert de-escalation techniques to handle challenging situations effectively.
  • Adhere to company policies and guidelines.
  • Provide feedback and coaching to the team on best practices.
  • Develop strategies to reduce escalation frequency and enhance client experience.
  • Maintain accurate records of all escalations.
  • Collaborate with departments to improve complaint handling.

Requirements:

  • Proven experience as an Escalations Manager or similar role, preferably dealing with both UK and USA clients.
  • Expertise in de-escalation techniques and conflict resolution.
  • Strong understanding of company policies and adherence.
  • Excellent communication and interpersonal skills.
  • Ability to provide constructive feedback and coaching.
  • Experience in online lead generation is beneficial but not essential.
  • Strong problem-solving skills and proactive approach to preventing complaints.
  • Ability to work under pressure and handle multiple escalations.
  • High level of integrity and professionalism.


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