Customer Escalations Specialist
Core
Resolving complex customer escalations, handling formal complaints, and managing business-critical issues including C-suite escalations for a car-selling platform.
Role type
Senior Customer Escalations Specialist
Builds
Service recovery solutions and fraud/security prevention measures
Domain
Automotive retail / Customer Support
Deliverable
client delivery
Required skills
Complex issue resolution, risk assessment, fraud detection, GDPR compliance, stakeholder management, analytical thinking, verbal and written communication
Preferred skills
Ownership of complex issues, resilience under pressure, continuous improvement mindset
Responsibilities
Dealing with complex escalations and working with stakeholders to find customer-focused solutions; Handling formal complaints and NPS responses; Responding to reviews on platforms like Trustpilot, Google Reviews, and the app store; Resolving business-critical issues, including those escalated to the C-suite; Using compensation to help with service recovery; Managing GDPR requests and keeping an eye on compliance across operational teams; Collecting and sharing voice of the customer data to help improve operations and processes across Motorway; Helping different departments spot and prevent fraud, security breaches, and legal claims.