Senior Escalations Specialist - Customer Care

ASOS; Watford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading online retailer in Watford is searching for a Customer Escalations Specialist to handle complex customer issues with professionalism and empathy. The role demands exceptional communication skills to manage internal and external escalations effectively while improving customer experiences. The ideal candidate must have experience in customer care and complaints handling, strong decision-making abilities, and a passion for delivering high service standards. This position offers various employee benefits, including discounts and bonuses.

Benefits

Employee discount

Performance related bonus

25 days paid annual leave

Private medical care scheme

Personalized learning opportunities

Qualifications

• Experience in customer care and complaints handling.
• Exceptional communication skills for sensitive situations.
• Ability to work independently and make confident decisions.

Responsibilities

• Handle complex customer escalations across various channels.
• Act as a trusted contact for senior leaders regarding escalations.
• Manage complaints from external third parties with professionalism.
• Capture insights to improve processes and prevent issues.

Skills

Customer care experience

Exceptional written communication

Empathy and calm under pressure

Data-driven decision making

Attention to detail

Job description

A leading online retailer in Watford is searching for a Customer Escalations Specialist to handle complex customer issues with professionalism and empathy. The role demands exceptional communication skills to manage internal and external escalations effectively while improving customer experiences. The ideal candidate must have experience in customer care and complaints handling, strong decision-making abilities, and a passion for delivering high service standards. This position offers various employee benefits, including discounts and bonuses.