Escalations Manager
Expereo
full-time
Posted on:
Location Type: Hybrid
Location: Manila • Philippines
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About the role
- Serve as the central point of contact for all high-priority and escalated cases.
- Manage end-to-end resolution process for escalated cases, ensuring timely and effective solutions.
- Analyze and prioritize escalation cases based on severity, impact, and customer needs.
- Collaborate with technical teams, suppliers, and vendors to drive efficient issue resolution.
- Challenge suppliers on SLAs, root cause quality, and resolution timelines when required.
- Maintain transparent communication with customers throughout the escalation process.
- Translate complex technical issues into clear and credible manners for customers.
- Keep customers informed of progress and expected resolution timelines.
- Address customer concerns empathetically and professionally, aiming to exceed expectations.
- Collaborate closely with technical teams to identify root causes of recurrent issues and implement preventive measures.
- Conduct thorough post-escalation reviews to identify areas for improvement and implement corrective actions.
- Continuously enhance the escalation management process to improve efficiency and customer experience.
- Implement tools, metrics, and reporting mechanisms to monitor and measure the effectiveness of the escalation process.
- Collaborate with various departments, including Service/Supplier Management, Infrastructure, and Engineering, to address systemic issues and enhance service quality.
- Ensure accurate and detailed documentation of escalated cases, actions taken, and resolutions achieved.
- Prepare regular reports and updates for management, highlighting key performance metrics and trends.
Requirements
- Bachelor's degree, Engineering, or a related field. Relevant work experience may substitute for formal education.
- Proven experience in telecommunications or a related technical support role, demonstrating effective escalation handling.
- Strong leadership and team management skills, with a proven ability to motivate and develop team members.
- Exceptional problem-solving and analytical skills, with keen attention to detail.
- Excellent communication skills, both written and verbal, with the ability to interact professionally with customers and internal stakeholders.
- Strong customer-centric approach with a focus on delivering exceptional service.
- Proficiency in telecommunications systems, network protocols, and equipment.
- Ability to excel in a fast-paced and dynamic environment, managing multiple priorities concurrently.
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
telecommunications systemsnetwork protocolstechnical supportescalation handlingproblem-solvinganalytical skillsattention to detailreporting mechanismsissue resolutionpreventive measures
Soft Skills
leadershipteam managementcommunication skillscustomer-centric approachempathycollaborationmotivationprofessionalismadaptabilitytime management
Certifications
Bachelor's degreeEngineering degree