Senior Customer Escalations & Experience Specialist

ASOS.com; Watford; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading online fashion retailer is seeking a Customer Escalations Specialist to deliver exceptional customer experiences by managing escalated issues and complaints. The role requires strong communication, empathy, and judgment to resolve complex cases effectively. Additionally, the specialist will capture insights to drive meaningful improvements across the organization. This position operates on a model requiring in-office presence at least three days per week, promoting teamwork and collaboration.

Benefits

Employee discount

25 days paid annual leave

Performance-related bonus

Private medical care scheme

Qualifications

• Experience in handling senior escalations and customer complaints.
• Ability to communicate professionally in sensitive situations.
• Passionate about improving customer experiences.

Responsibilities

• Manage escalations and customer complaints with professionalism.
• Collaborate with stakeholders to improve processes.
• Document actions taken for resolution and audit readiness.

Skills

Experience in customer care

Exceptional communication skills

Calm under pressure

Data-driven decision-making

Attention to detail

Job description

A leading online fashion retailer is seeking a Customer Escalations Specialist to deliver exceptional customer experiences by managing escalated issues and complaints. The role requires strong communication, empathy, and judgment to resolve complex cases effectively. Additionally, the specialist will capture insights to drive meaningful improvements across the organization. This position operates on a model requiring in-office presence at least three days per week, promoting teamwork and collaboration.