What will you be doing day-to-day?
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You will manage orders/faults through the lifecycle of the escalation.
Be a single point of contact for customer queries during the lifecycle of the escalation.
You will assist the business by proactively managing focus areas in line with the jeopardy function (such as pro-active reports and customer delays).
You will review and analyse tickets that have been escalated with a view to escalate higher to provide a prompt resolution.
You will engage with our suppliers to manage the lifecycle of escalations, by ensuring meaningful updates are issued.
You will attend customer calls/meetings as a when required, including supplier meetings.
You will provide support/advice to teams across the operation regarding escalations and complex matters.
You will produce root cause analysis of escalations upon request, including putting forward suggestions for future prevention.
What youll need:
Youll have experience of managing escalations to an exceptional standard.
Ideally, youll have experience of providing technical customer support for Voice technologies.
You will be an effective communicator who can adapt your language or style to suit the audience you are addressing.
You will be enthusiastic about customer service, and confident in the delivery of key messages.
Able to manage the demands of numerous tasks concurrently
Able to manage your time and work under pressure to tight deadlines
Youll be a keen problem solver with a can-do attitude.
Youll have a passion for delivering excellent customer service that exceeds expectations.
You will be a team player with a proactive mindset, passionate about achieving individual and shared goals.
You will be able to analyse, identify and mitigate against risk across the operations/services you are responsible for delivering
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