Escalations Team Executive

Time Personnel; Pinelands; On-site; AUD 45,000 - 65,000; Full time

Job summary

Time Personnel in Australia is seeking a customer service oriented professional to manage order issues, log interactions, and support escalations across multiple systems including the delivery partner’s platform.

The role emphasizes UK customer handling, clear verbal and written communication, and a proactive approach to problem solving, aiming to protect customer relationships and uphold brand standards.

Qualifications

• Experience in a customer services or similar sales environment.
• Experience dealing with customers in the UK.
• Preferably experience or time spent in the UK or come from a UK background or culture.
• Strong communication skills, both verbal and written.
• Comfortable using CRM and order management software.

Responsibilities

• Handle all areas of problems that occur with orders online.
• Log interactions in the customer management system and work across three systems including the delivery company system.
• Handle escalations from the Customer Service Advisor.
• Resolve escalations to maintain customers and brand loyalty.
• Assist Advisors with difficult queries and problem solving.

Skills

Customer service

CRM software

Multitasking

Strong communication

Problem solving

Education

Matric

Tools

CRM

Order management

Job description

REQUIREMENTS

• Matric, relevant qualification highly advantageous
• Experience in a customer services or similar sales environment
• Experience dealing with customers in the UK
• Preferably experience or time spent in the UK or come from a UK background or culture.
• Good clear speaking voice
• Proficient in UK English (UK accent preferable)
• Understanding of the UK culture and especially the high-end customer who will not settle for poor service
• Strong communication skills, both verbal and written.
• Comfortable using CRM and order management software.
• High attention to detail and data accuracy.
• Able to multitask.
• Customer-first mindset with a calm, helpful attitude.
• Ability to handle confrontation and aggression over the phone and remain calm and professional
• Team worker and strong problem solver

DUTIES

• Working with the customer service team handling all areas of problems that occur with orders online
• Log interactions in the customer management system and work across three systems including the delivery company system.
• Handle escalations from the Customer Service Advisor
• Resolve escalations in a manner that ensures that you not only maintain the customers but further the brand loyalty.
• Assist the Customer Service Advisors with difficult queries by suggesting solutions and assist with problem solving.
• Work closely with the outsources delivery company to overcome obstacles to delivery.
• Working with the Manager, make decisions that are in the best interests of both the customer and the company.
• Improve the customer care scores on the various trust monitoring platforms.
• Understand the customers unique needs and work to find long term solutions to repeat problems.
• Process sales orders accurately and efficiently on the system while tracking and follow up on problem orders, deliveries, and any delays.
• Maintain up-to-date knowledge of product specifications, promotions, and seasonal changes.
• Upsell or cross-sell products when appropriate.
• Coordinate with warehouse and delivery teams to ensure accurate fulfilment.
• Any other related task as directed by your Manager.

Salary: R negotiable dependent on experience