Escalation Specialist: Cic

Administration SkillsIdentify the root cause of complex customer issues and formulate viable solutions within company policy.Maintain an up-to-date knowledge of products, services, and policies to facilitate issue resolution.Document all case details and resolutions accurately.Analyse trends and propose process improvements.Prepare and present daily, weekly, monthly, quarterly, and annual reports.Client/Customer SatisfactionReceive and review escalated customer cases, investigating and analysing issues thoroughly.Interact directly with irate or dissatisfied customers, employing expert negotiation, problem-solving, and de-escalation skills.Stakeholder ManagementAct as the liaison between customers and internal departments to drive cross-functional resolution.Effective relationship ownership and partnership management.Requirements
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