Customer Escalation Specialist – Message Handoff

HRS Talent Solutions; Kitchener; Remote; CAD 66,000 - 69,000; Full time

Job summary

HRS Talent Solutions is seeking a Customer Message Escalation Assistant for remote, full-time work in Canada. You will review customer inquiries, identify what remains unresolved, and craft clear handoffs to the next team.

You will read the existing conversation, summarize what was asked, and provide the right context to the colleague responsible for the next decision. You will maintain accurate case records and ensure updates are attached, focusing on precise, courteous written communication.

Responsibilities

• Review customer inquiries and identify unresolved items.
• Craft clear handoffs to the next team with context and status.
• Maintain accurate case records and attach prior messages.
• Communicate status clearly without guaranteeing outcomes.

Job description

HRS Talent Solutions is seeking a Customer Message Escalation Assistant for remote, full-time work in Canada. You will review customer inquiries, identify what remains unresolved, and craft clear handoffs to the next team.

You will read the existing conversation, summarize what was asked, and provide the right context to the colleague responsible for the next decision. You will maintain accurate case records and ensure updates are attached, focusing on precise, courteous written communication.