Remote Customer Escalation Specialist

Hrstalentsolutions; Brisbane; Remote; AUD 66,000 - 69,000; Full time

Job summary

Hrstalentsolutions is seeking a Remote Customer Message Escalation Assistant to join our support team on a full-time basis.

The role focuses on reviewing conversations, identifying unresolved items, and preparing clear handoffs for colleagues, ensuring customers are kept informed while preventing false promises.

You'll work with case history, approved guidance, and tracking tools to summarize the request and current status, attach replies, and maintain accurate records for each escalation.

Responsibilities

• Start with history rather than asking the customer to repeat everything.
• Check the online customer record and any approved guidance.
• If information is incomplete, ask a focused question under the employer’s process.
• If the issue is ready for another team, summarize it in plain language and mark its current status accurately.
• After the handoff, keep the case in the correct queue.
• A request that has been forwarded is not the same as one that has been resolved.
• If a reply comes back to the original inbox, attach it to the existing case and let the responsible colleague see what changed.
• Your short status notes make the conversation easier for the next person to continue.
• State the reason for the handoff and include the relevant reference or prior step.
• If the customer raises a new issue while the first one is under review, note whether it belongs in the same case under the employer’s procedure.

Job description

Hrstalentsolutions is seeking a Remote Customer Message Escalation Assistant to join our support team on a full-time basis.

The role focuses on reviewing conversations, identifying unresolved items, and preparing clear handoffs for colleagues, ensuring customers are kept informed while preventing false promises.

You'll work with case history, approved guidance, and tracking tools to summarize the request and current status, attach replies, and maintain accurate records for each escalation.