Customer Escalation Manager

Emerson Electric; Bayan Lepas; On-site; MYR 60,000 - 90,000; Full time

Job summary

Emerson Electric is seeking a Customer Support Manager to oversee escalated issues and improve customer satisfaction. The ideal candidate will have extensive experience in customer support, strong problem-solving abilities, and a commitment to delivering exceptional service. Join a company that values innovation and employee growth, offering mentorship and competitive benefits.

Benefits

Competitive benefits

Flexible leave

Mentorship and training opportunities

Qualifications

• Minimum 5 years in customer support or related fields.
• At least 2 years in supervisory or escalation management roles.
• Strong analytical and problem-solving skills.

Responsibilities

• Manage escalations and ensure timely resolution of customer issues.
• Conduct root cause analysis and implement corrective actions.
• Collaborate with cross-functional teams to enhance customer satisfaction.

Skills

Problem-solving

Communication

Analytical skills

Customer-centric mindset

Tools

Customer support software

Job description

In this Role, Your Responsibilities Will Be:

• Manage Escalations: Take ownership of customer issues that have been escalated, ensuring timely and effective resolution.
• Customer Communication: Work with Management to ensure customer containment, providing timely and accurate responses to address customer concerns and ensure satisfaction.
• Root Cause Analysis: Conduct investigations to identify the root cause of escalated issues, collaborate with relevant teams to implement corrective actions, analyze trends from postmortems, and suggest resources to improve team and stakeholder outcomes.
• Cross-Functional Collaboration: Partner with frontline support, Customer Experience, IT, and senior management to identify root causes and implement solutions, contributing to strategic projects that enhance resolution times and customer satisfaction.
• Process Improvement: Recognize recurring issues and recommend process and policy enhancements in collaboration with the Process Analyst Team.
• Stakeholder Collaboration: Coordinate with customer support teams to ensure effective resolution of escalated issues.
• Reporting and Documentation: Keep detailed records of escalations and resolutions, and prepare reports for management.
• Training and Mentoring: Guide team members, identify training gaps, and work with the Enablement Team to enhance problem-solving skills and reduce escalations.

Who You Are:

• Experienced in managing and resolving complex escalated customer issues, with excellent problem-solving, communication, and a sense of urgency.

For This Role, You Will Need:

• Minimum 5 years in customer support or related fields, with at least 2 years in supervisory or escalation management roles.
• Excellent verbal and written communication skills for conveying complex information clearly.
• Strong analytical and problem-solving skills, with a successful track record in resolving complex issues.
• A customer-centric mindset committed to delivering exceptional service.
• Ability to collaborate effectively with cross-functional teams.

Preferred Qualifications that Set You Apart:

• Leadership and mentoring skills to inspire and guide teams.
• Proficiency with customer support software and understanding of company policies and procedures.
• Experience with root cause analysis and process improvements.

Our Offer To You:

At Emerson, we value and empower our employees, fostering an environment of innovation, collaboration, and inclusivity. We support your growth through mentorship, training, and leadership opportunities, and are committed to your wellbeing with competitive benefits, flexible leave, and employee resources. Join us to make a meaningful impact in a supportive workplace.