Escalation Specialist

IPI Technolab; United States; Remote; USD 45,000 - 60,000; Full time

Job summary

IPI Technolab is seeking an experienced customer outcomes associate to manage escalations across web, email and chat, delivering exceptional service and resolving complex issues. You will analyze data to measure KPIs such as first call resolution, handle time, and abandon rate, and collaborate with cross-functional teams to implement effective changes that boost satisfaction and performance.

The role requires 4–7 years of relevant experience, strong complaint-management knowledge, excellent

Qualifications

• 4-7 years of experience in a similar role or industry.
• Strong knowledge of complaint management processes and procedures.
• Ability to work under pressure while maintaining accuracy and attention to detail.
• Excellent communication skills with ability to articulate technical information clearly.

Responsibilities

• Manage customer escalations from web, email and chat channels to resolve complex issues.
• Provide exceptional customer service by understanding customer needs and concerns.
• Identify opportunities for process improvements to enhance customer satisfaction.
• Collaborate with cross-functional teams to implement changes and improve overall performance metrics.
• Analyze data to measure KPIs such as first call resolution rate, handle time, and abandon rate.

Skills

Communication skills

Attention to detail

Work under pressure

Customer service mindset

Job description

Roles and Responsibilities

• Manage customer escalations from various channels (web, email, chat) to resolve complex issues.
  
• Provide exceptional customer service by understanding their needs and concerns.
  
• Identify opportunities for process improvements to enhance customer satisfaction.
  
• Collaborate with cross-functional teams to implement changes and improve overall performance metrics.
  
• Analyze data to measure key performance indicators such as first call resolution rate, handle time, and abandon rate.
  

Desired Candidate Profile

• 4-7 years of experience in a similar role or industry.
  
• Strong knowledge of complaint management processes and procedures.
  
• Ability to work effectively under pressure while maintaining high levels of accuracy and attention to detail.
  
• Excellent communication skills with ability to articulate technical information clearly.