Customer Escalations Executive
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Key skills for this role
About the Role
Fixperts Contracting in Dubai seeks a Customer Escalations Executive to manage major incidents and problems that have escalated beyond limits. The role involves prioritizing, reassigning work, and coordinating with teams to ensure customer satisfaction.
Key Skills for This Role
Responsibilities
- Identify, analyze, and initiate the escalation process based on escalation criteria
- Link escalation tasks with incident problem records and identify suitable service provider contacts
- Assemble the escalation management team including incident owner, problem owner, and other professionals
- Establish accurate expectations from escalating procedures and ensure customer satisfaction throughout the process
- Coordinate with customers to develop an escalation management plan and add additional resources if required
- Initiate hierarchical escalation process as per incident management process, including senior authorities
- Update and maintain escalation process records at each stage and review/adjust the process accordingly
- Inform customers about escalation performance metrics and review root cause of escalation for improvement
- Assure team availability during monitoring period and close escalation process successfully
Requirements
- Proven track record in escalation management with defined operational procedures
- Problem solving ability
- Meeting service level agreements
- Capable of achieving results which depend on international collaboration
- Good command in English (written and oral)
- Effective communication skills
- Fast learner
Full Job Posting
Job Overview
- We are looking for an escalation management executive who deals with ordering, structuring, and bringing in the management's attention to a major incident or a problem, which has escalated beyond its limits.
- To work in a team and their main responsibility is to provide assistance to the customer Service Team by prioritizing and reassigning their work in the most critical situation.
- To analyze the current scenario of an organization, locate, and highlight certain issues which requires immediate response, and allows the organization to track that critical problem, monitor it appropriately, and manage the escalating situation.
Key Responsibilities
- Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
- Linking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
- Assembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertise
- Establishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation process
- Coordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordingly
- Initiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises
- Updating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
- Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies
- Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation
Skills Required
- Problem solving ability
- Meeting service level agreements
- Exceeding Initial Response (IR)
- Must have proven track record in escalation management with defined operational procedures for increasing the efficiency of task accomplishment
- Capable of achieving results which depend on international collaboration
- Good Command in English ( Written and Oral )
- Effective Communication Skills
- Fast Learner
Job Type
- Permanent
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