Escalation Specialist: CIC (Gauteng) at Smollan

DESCRIPTION

Administration Skills |Identify 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, annual reports.
Client/Customer Satisfaction|Receive 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 Management|Act as the liaison between customers and internal departments to drive cross-functional resolution Effective relationship ownership and partnership management .

REQUIREMENTS

• Degree/Diploma NQF Level 6 or 7 
• 3-4 years of experience as an Escalation Specialist, Customer Service Supervisor or similar role. 
• 1-2 Years in call center 
• Working knowledge of computer hardware and software in general 
• Must be well organisedand able to multitask in order to efficiently handle substantial workflow 
• Must be able to deliver professional and effeciate customer services 
• Ability to resolve escalated issues with minimal supervision and support 
• Ability to manage and motivate others
• Ability to communicate effectivley, both verbally and in writting across multiple level management.