Senior Escalations Specialist

3 days ago


Manila, National Capital Region, Philippines Viventis Search Asia Full time
About the Role
We are seeking an exceptional Senior Escalations Representative to join our team at Viventis Search Asia. This is a fantastic opportunity for skilled professionals to grow their careers in a dynamic and supportive environment.

Responsibilities Include:
  • Leadership and Mentoring: Develop and lead a high-performing support escalations team, providing guidance and support to team members.
  • Critical Issue Resolution: Analyze complex customer complaints, identify root causes, and develop effective solutions to resolve issues efficiently.
  • Operational Management: Oversee day-to-day operations, including scheduling, performance management, and ensuring seamless teamwork.
  • Customer Experience Enhancement: Collaborate with stakeholders to identify opportunities for process improvement and implement changes to enhance customer satisfaction.
  • Conflict Resolution: Effectively manage elevated complaints, taking ownership of resolution processes and maintaining open communication with customers.
  • Team Development: Foster a culture of continuous learning and growth, guiding team members to achieve their full potential.


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