Remote Customer Escalation Specialist

HRS Talent Solutions; Brisbane; Remote; AUD 66,000 - 69,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Service Escalation Assistant to join our remote team in Australia. This entry-level role focuses on documenting and routing unresolved customer questions with clear context, ensuring accurate handoffs to the next team.

You will read conversations, verify history in the customer record, follow approved scripts, and keep notes concise and actionable for colleagues handling the final decision.

Qualifications

• No explicit professional tools listed in the posting.

Responsibilities

• Start with the history rather than asking the customer to repeat information.
• Check the online customer record and approved guidance.
• If information is incomplete, ask a focused question per the employer's process.
• If the issue is ready for another team, summarize it clearly and mark its current status.
• After handoff, keep the case in the correct queue; a forwarded request is not a resolved one.
• Attach replies to the existing case so the next agent can see changes.
• Provide concise, actionable short notes to ease continuation of the conversation.
• State the reason for the handoff and include relevant reference or prior steps.

Job description

HRS Talent Solutions is seeking a Customer Service Escalation Assistant to join our remote team in Australia. This entry-level role focuses on documenting and routing unresolved customer questions with clear context, ensuring accurate handoffs to the next team.

You will read conversations, verify history in the customer record, follow approved scripts, and keep notes concise and actionable for colleagues handling the final decision.