Eastwood | Escalation POC - Search Engine Advertising

POSITION SUMMARY 

The main purpose of the role is streamlining single escalations between Majorel and the client. This position is responsible for supporting frontline agents by handling consult calls and escalation Alternatively: handling more complex transactions or transactions for selected customer groups (e.g. client representatives in case of the "Hot Agent" role).  

This position ensures a proper communication of escalation outcomes to the team and all relevant parties.  

RESPONSIBILITIES:  

• Consult and support frontline agents (e.g. floor walking)  

• Handle customer escalations and customer call backs on complex issues  

• Can conduct overrides and/or access special codes or promotional offers (eg. grace/coupons/extra product keys etc.) or check customer/case/account status and provide offer beyond the limits of regular frontline agents  

• Tier 2 Tasks: Handle escalations to client and supplements escalation templates filled by frontline agents, forwards these to correct client or 3rd party alias; ensure responses are captured and forwards back to relevant contacts (frontline agent/case owner)  

• Resolve customer issues including interfacing with defined 3rd parties  

• Gather additional information, identify top emerging customer issues and provide suggestions to improve support  

• Contact client when clarification is required about knowledge and processes of run business  

• Keep track of the escalations and findings to the team  

• Inform client about issues on websites and tools and pass respective directives back to the team   

• Participate in client-facing communications as subject Matter Expert for all above mentioned escalations  

• Support knowledge management  

• Submit all findings gained by escalations outcomes into Knowledge Base (internal e.g. Dynamics Knowledge)  

• Verify customer or client-provided information and support creation of knowledge management resources  

• Initiate and support internal CSR/SC up trainings/briefings in order to reduce escalations  

• Self-directed/supported learning activities to guarantee up to date and correct service  

• Handle additional tasks from account management, SDM or TQ such as creating reports/analysis documenting processes, reviewing documents/SharePoint, creating KB content, etc.  

• Participate in case wellness as SME for open escalation related cases  

• Act as helpdesk for product related question in direction of solution coaches 

QUALIFICATIONS:  

• Education: High School Diploma or Equivalent required.   

• Minimum: 1-year experience within a customer service environment, experience within a contact center preferred.  

• Minimum; 1-year tenure in current position. 

• Be in good standing and have not been subjected to Performance Improvement Program inthe last6 months  

• Acceptable attendance record with no disciplinary action in the past 6 months. 

• Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office applications specifically Excel, familiarity with web browsers, and demonstrated capability to work with tailored in-house applications 

• Demonstrates effective, clear and professional written and oral communication. 

• Process improvement awareness and experience 

• Enthusiasm and strong self-motivation.  

• Strong prioritization and time management skills, with a high degree of flexibility. 

• Ability to embrace constant change with flexibility and good grace.  

• Demonstrate appropriate sense of urgency and adaptability in response to changing business needs  

• Demonstrates effective communication, composure, and professional attitude  

• Exemplary performance record, particularly with regard to quality & productivity  

• Demonstrated desire to expand skills into new areas. 

• Ability to give and receive feedback 

• Proficient knowledge of business-related processes and escalation procedures 

• Ability to communicate internally and with the customer in a professional way 

• Ability to correctly follow business specific processes: Case handling, escalations, call-backs, data protection/privacy rules 

• Ability to communicate and effectively handle 3^rd parties  
• Ability to identify issues and derive actions