Client Advocacy Manager
5 days ago
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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