Representative, Customer Care, Escalations
Core
Primary contact for complex customer issues across all product categories, ensuring timely resolution and high satisfaction.
Role type
Senior Customer Care Escalation Representative
Builds
Customer experience and resolution for Brother's home, office, and industrial equipment
Domain
Consumer electronics and home/office equipment
Deliverable
client delivery
Required skills
Escalation management, conflict resolution, CRM proficiency, root cause analysis, cross-functional collaboration, solution-oriented sales
Preferred skills
Spanish language, industry regulations knowledge, mediation experience
Technologies
Customer Relationship Management (CRM) systems, case management tools
Responsibilities
Resolve escalated inquiries and complaints across all product categories; manage cases from initiation to closure; analyze root causes and recommend process improvements; handle order entry and tracking; maintain accurate interaction records; adhere to call quality standards and KPIs.
Seniority
Mid-level, hands-on IC