Escalation Support Representative (Duty Manager) | Work on shifts
Job Summary:
Escalation Support Representative (Duty Manager) supports a major client’s escalation processing through professional communications and issue resolutions. Escalation Support Representative (Duty Manager) receives multiple tasks and work assignments from supervisors and managers with the ability to process in a timely and efficient manner. The position maintains and updates a database with all appropriate information gathered as a result of customer contact. Escalation Support Representative (Duty Manager) supports quality assurance efforts and process improvement.
Responsibilities:
• Act as an escalation point for customers, partners, and internal stakeholders among multiple business entities.
• Assess the needs of a given support requirement and prioritize to ensure cases are handled at the correct resource level and with appropriate focus.
• Capture escalations in a tracking log making sure they are completely documented and successfully resolved.
• Central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during BCP events.
• Ensure that IT and cross-functional resources are properly engaged to resolve any critical application, network, or tool outages and provide communications to the organization regarding the outage.
• Review our escalation data, identify trends & key business indicators, and present observations & recommendations to senior leadership
• Provide Customer with resolution in line with agreed KPI’s and/or SLAs.
• Root cause analysis.
Qualifications:
• 1+ year of experience in the field of customer service/support.
• Fluency in English language.
• Previous logistics experience is an advantage.
• Continuous attention to detail and quality.
• Excellent verbal, written and interpersonal communication skills.
Working hours:
6:00-15:00
14:00-23:00
22:00-6:00
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