Objective

The Escalation Management Advisor is responsible for managing and resolving escalated customer service issues. The role involves interfacing with customers and internal teams to ensure timely and effective resolution of complaints and issues. They also contribute to improving customer service processes and procedures.

Description

Resolves complex customer complaints to ensure satisfaction.

Sample Questions

• How to effectively manage customer complaints?
• How to analyze and reduce complaint trends?
• Which strategies best improve complaint resolution rates?
• How to enhance customer service processes and protocols?

Key Functions

1. Manage and resolve escalated customer complaints. 2. Coordinate with internal teams to address customer issues. 3. Analyze complaint trends to identify root causes. 4. Develop strategies to improve customer service. 5. Monitor customer feedback and satisfaction levels. 6. Implement changes to improve complaint resolution processes. 7. Train customer service teams on escalation protocols. 8. Provide regular reports on escalation trends and resolution outcomes.

Required Skills

1. Knowledge of customer service principles. 2. Proficiency in complaint management systems. 3. Ability to analyze complaint data. 4. Knowledge of customer relationship management (CRM) systems. 5. Understands escalation management processes. 6. Familiarity with customer service software. 7. Ability to develop and implement customer service strategies. 8. Knowledge of relevant industry regulations. 9. Ability to coordinate with multiple teams. 10. Proficiency in data analysis tools.