Remote Customer Message Escalation Specialist

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

Job summary

Hrstalentsolutions in Australia is seeking a Customer Message Escalation Assistant to manage remote support workflows. You will review conversations, identify unresolved questions, and craft clear handoffs to the next decision-maker.

The role emphasizes careful communication, precise recordkeeping, and avoidance of promising outcomes. You will keep cases in the correct queues, attach replies, and document status for colleagues.

Qualifications

• Clear written communication is essential.
• Experience organizing case information and records.
• Ability to identify what information is still needed in a case.

Responsibilities

• Review message history and identify unresolved questions.
• Check online customer records and approved guidance.
• Summarize the case for handoff and mark its status.
• Attach relevant replies and keep the original case intact.
• Maintain accurate status notes for next agents.

Skills

Written communication

Attention to detail

Active listening

Recordkeeping

Tools

CRM systems

Email management tools

Job description

Hrstalentsolutions in Australia is seeking a Customer Message Escalation Assistant to manage remote support workflows. You will review conversations, identify unresolved questions, and craft clear handoffs to the next decision-maker.

The role emphasizes careful communication, precise recordkeeping, and avoidance of promising outcomes. You will keep cases in the correct queues, attach replies, and document status for colleagues.