Escalations Manager

3 weeks ago

Cebu City, Philippines CallTek Full time
Overview

The Escalation Manager will play a critical role in the company's support team, acting as a central point for managing and resolving escalated customer issues. This individual will ensure high-priority cases are addressed promptly, driving resolution while improving customer satisfaction and maintaining service-level agreements (SLAs). The Escalation Manager will also collaborate with cross-functional teams to identify systemic issues and implement corrective actions.

Responsibilities
  • Act as the primary point of contact for escalated customer issues, ensuring they are addressed swiftly and effectively.
  • Monitor and manage the escalation process, ensuring timely responses and resolution within agreed SLAs.
  • Communicate escalation progress and outcomes to stakeholders, including customers, internal teams, and management.
  • Advocate for customers by understanding their needs, concerns, and priorities; provide clear and professional communication throughout the escalation process; ensure customers feel supported and valued during challenging situations.
  • Collaborate and coordinate with support teams, field teams, and other departments to resolve complex issues; facilitate cross-departmental collaboration to identify root causes and implement long-term solutions; escalate issues further within the organization when necessary, ensuring appropriate resources are allocated.
Qualifications
  • Experience: 5+ years of experience in a customer support or technical support role, with at least 2 years in an escalation or team leadership position. Experience in the managed service provider (MSP) industry or supporting network environments is a strong plus.
  • Technical Skills: Familiarity with networking concepts, including wireless access points, switching, firewalls, and related technologies. Experience with ticketing systems and CRM tools (e.g., Salesforce, Zendesk).
  • Soft Skills: Excellent problem-solving and analytical skills; strong verbal and written communication skills, with the ability to simplify complex technical issues; exceptional interpersonal skills, with the ability to manage challenging customer interactions effectively.
  • Other Qualifications: Strong organizational and multitasking abilities; a customer-focused mindset with a passion for delivering excellent service; ability to remain calm under pressure and manage multiple escalations simultaneously.
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