Escalations Specialist - Snr Associate
Core
Senior Associate Customer Escalation Specialist serving as the final line of resolution for complex, high-friction, and escalated interactions, including high-value transactions and B2B large-scale orders.
Role type
Senior IC Customer Escalation Specialist
Builds
Resolutions for high-value and enterprise B2B customer accounts
Domain
BPO / Customer Support
Deliverable
client delivery
Required skills
Complex problem solving, Emotional intelligence, Autonomous decision-making, Advanced technical troubleshooting, De-escalation frameworks, Root-cause analysis, Policy exception management, Multi-system navigation, High-pressure composure
Preferred skills
BPO/Customer Service experience, CRM application experience, Troubleshooting techniques
Technologies
CRM applications, Microsoft Office (Outlook, Word, Excel)
Responsibilities
Investigate long interaction histories to achieve single-contact resolutions, Manage volatile conversations while maintaining brand integrity, Issue refunds, credits, or fee waivers autonomously within authorized thresholds, Conduct independent research across internal knowledge bases and policy documents, Maintain high CSAT and low DSAT metrics during difficult calls, Navigate multiple backend systems simultaneously to identify root causes
Seniority
Senior, hands-on IC