Escalations Lead for Technical Support

Lofty; Manila; On-site; PHP 279,000 - 469,000; Full time

Job summary

Lofty is seeking an experienced Escalation Specialist to act as the primary contact for unresolved customer issues, thoroughly investigate escalated cases, and guide frontline teams. The role emphasizes effective communication across departments and data-driven improvements to customer satisfaction.

The position requires strong documentation skills and a proactive approach to continuous process improvements within a dynamic team in Manila.

Qualifications

• Experience handling customer escalations and resolving complex issues
• Strong ability to identify root causes and propose effective solutions
• Ability to guide front-line teams and coordinate with other departments
• Excellent written and verbal communication to keep stakeholders informed

Responsibilities

• Handle Customer Escalations: Be the main point of contact for customer issues that cannot be resolved by front-line representatives.
• Resolve Complex Issues: Thoroughly investigate escalated cases to find the root cause and determine the best solution.
• Support Front-line Representatives: Guide and support front-line representatives in handling difficult customer situations, ensuring they follow company policies.
• Advocate for Customers: Speak up for customers to ensure their concerns are addressed quickly and satisfactorily, with a focus on keeping them happy.
• Effective Communication: Communicate well with customers and internal stakeholders, including managers and other departments, to find solutions and provide updates.
• Accurate Documentation: Keep detailed records of all escalated cases, including actions taken, resolutions offered, and any necessary follow-up, following company policies and regulations.
• Analyze Performance: Identify trends and patterns in escalated cases to uncover underlying issues, areas for improvement, and opportunities to enhance customer satisfaction and efficiency.
• Continuous Improvement: Continuously evaluate and improve escalation processes and procedures to streamline operations, reduce escalations, and enhance the overall customer experience.

Skills

Escalation handling

Root cause analysis

Cross-functional collaboration

Stakeholder communication

Documentation discipline

Tools

CRM software

Job description

Lofty is seeking an experienced Escalation Specialist to act as the primary contact for unresolved customer issues, thoroughly investigate escalated cases, and guide frontline teams. The role emphasizes effective communication across departments and data-driven improvements to customer satisfaction.

The position requires strong documentation skills and a proactive approach to continuous process improvements within a dynamic team in Manila.