Deskripsi Pekerjaan
Are you a dedicated professional with Subject Matter Expert experience? Hytech Consulting Management is seeking a skilled Escalation Specialist to join our team in Mandaluyong City. In this pivotal role, you will be responsible for managing complex client escalations and ensuring seamless communication between the client and our front-end support teams. We are looking for a candidate who is committed to excellence, possesses deep industry knowledge, and thrives in a fast-paced environment. If you have a passion for resolving high-level issues and improving customer satisfaction, this is the opportunity for you.
Tanggung Jawab
- Handle and resolve high-priority client escalations with a focus on quality and speed.
- Analyze root causes of complaints to prevent future issues and improve service standards.
- Act as the primary liaison between clients and the front-end support team to ensure clarity.
- Ensure all client communications are professional, clear, and effective.
- Document case resolutions and provide constructive feedback to internal teams.
- Maintain a high level of subject matter expertise in your designated area.
Kualifikasi
- Proven experience as a Subject Matter Expert in customer service or a related field.
- Strong commitment to handling daily client complaints with empathy and professionalism.
- Excellent verbal and written communication skills.
- Ability to collaborate effectively with front-end teams.
- Full-time employment availability.
- Experience in a Call Centre or Customer Service environment.