Senior Escalations Specialist — Customer Experience

ASOS.com; Watford; On-site; GBP 35,000 - 45,000; Full time

Job summary

A global fashion retailer is seeking a Customer Escalations Specialist to deliver exceptional customer experiences. This role involves handling escalations, internal and external complaints, and ensuring effective communication with senior stakeholders. The ideal candidate should be empathetic, have strong decision-making skills, and a passion for improving customer service standards. ASOS emphasizes collaboration in the workplace with at least three in-office workdays per week.

Benefits

Employee discount

Employee sample sales

25 days paid annual leave

Performance-related bonus

Private medical care scheme

Personalized learning opportunities

Fixed Annual Payment

Qualifications

• Experience in customer care and handling escalations.
• Exceptional written and verbal communication skills.
• Empathetic and solutions-focused under pressure.
• Confident decision-maker able to work independently.
• Strong attention to detail in a fast-paced environment.

Responsibilities

• Manage complex customer escalations and complaints.
• Use empathy to de-escalate challenges and reach resolutions.
• Communicate effectively with senior stakeholders.
• Conduct investigations for external complaints.
• Capture insights to improve service processes.

Skills

Customer care expertise

Exceptional communication skills

Empathy and calmness under pressure

Decision-making ability

Data-driven approach

Attention to detail

Fast-paced adaptability

Passionate about customer experience

Job description

A global fashion retailer is seeking a Customer Escalations Specialist to deliver exceptional customer experiences. This role involves handling escalations, internal and external complaints, and ensuring effective communication with senior stakeholders. The ideal candidate should be empathetic, have strong decision-making skills, and a passion for improving customer service standards. ASOS emphasizes collaboration in the workplace with at least three in-office workdays per week.