Escalation Specialist
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Key skills for this role
About the Role
We are seeking an Escalation Specialist to manage and resolve customer complaints and escalated cases in Dubai. The role involves handling escalations via phone and email, investigating issues, coordinating with internal teams, and ensuring timely resolutions.
Key Skills for This Role
Responsibilities
- Handle customer escalations and complaints through phone, email, and other communication channels
- Investigate customer issues, identify root causes, and provide timely resolutions
- Coordinate with internal departments to ensure escalated cases are resolved within agreed service levels
- Maintain accurate records of customer interactions and case updates in the CRM system
- Follow up with customers to ensure satisfactory resolution and positive customer experience
- Monitor escalation trends and recommend process improvements to reduce recurring issues
- Ensure compliance with company policies, quality standards, and service level agreements (SLAs)
- Prepare escalation reports and provide regular updates to management
Requirements
- Bachelor's degree or equivalent qualification preferred
- 2–4 years of experience in customer service, complaints handling, escalation management, or contact center operations
- Experience in banking, telecom, e commerce, retail, or service industries is preferred
- Experience using CRM systems is an advantage
- Strong customer service and complaint resolution skills
- Excellent communication and interpersonal skills
- Problem solving and conflict resolution abilities
- Ability to manage multiple cases while meeting deadlines
- Good analytical and documentation skills
- Proficiency in Microsoft Office and CRM systems
- Fluent Arabic & English (Mandatory)
Full Job Posting
Role Overview
- We are seeking an Escalation Specialist to manage and resolve customer complaints and escalated cases while ensuring a high standard of customer satisfaction.
- The successful candidate will act as the primary point of contact for complex customer issues, working closely with internal teams to achieve timely and effective resolutions.
Key Responsibilities
- Handle customer escalations and complaints through phone, email, and other communication channels.
- Investigate customer issues, identify root causes, and provide timely resolutions.
- Coordinate with internal departments to ensure escalated cases are resolved within agreed service levels.
- Maintain accurate records of customer interactions and case updates in the CRM system.
- Follow up with customers to ensure satisfactory resolution and positive customer experience.
- Monitor escalation trends and recommend process improvements to reduce recurring issues.
- Ensure compliance with company policies, quality standards, and service level agreements (SLAs).
- Prepare escalation reports and provide regular updates to management.
Qualifications & Experience
- Bachelor's degree or equivalent qualification preferred.
- 2–4 years of experience in customer service, complaints handling, escalation management, or contact center operations.
- Experience in banking, telecom, e commerce, retail, or service industries is preferred.
- Experience using CRM systems is an advantage.
- Required Skills: Strong customer service and complaint resolution skills, Excellent communication and interpersonal skills, Problem solving and conflict resolution abilities, Ability to manage multiple cases while meeting deadlines, Good analytical and documentation skills, Proficiency in Microsoft
Salary & Contract
- Salary: AED 5,500 per month.
- Contract Duration: 6 Months (Extendable).
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