Client Escalation Associate

 

About the job

Responsibilities

• Handle escalated client situations, including dissatisfied or upset clients, de-escalating and working directly with CX to ultimately resolve the inquiry.
• Be the owner and point of contact for client escalations that’s triaged through the CX and ensure white glove coordination to ensure client satisfaction.
• Address problems with work quality, issues between employees and other concerns in an effective, timely manner.
• Serve as the primary point of escalation contact for the Ops.
• Be a champion of CX when it comes to working cross functionally with different departments.
• Assist in managing the day-to-day operations and provide positive direction to ensure that your team meets or exceeds expected KPIs and SLAs.
• Set performance goals with team members that align with the company’s larger plans.
• Continually improve the client experience by championing client feedback to other parts of the organization such as the product and engineering teams.
• Produce and report SLA and KPI reports for your team on a weekly basis.
• Assist with creating new guidelines and procedures.
• Become an expert in your area to provide product knowledge externally to clients and internally to other teams.
• Assist in CX<>Ops trainings.
• Develop scalable and repeatable processes and educate the teams internally to ensure smooth operation during incidents/ escalations.
• Align with leadership regularly to discuss and optimize strategy and share client feedback across functions.

Qualifications and Skills

• Bachelor’s Degree in Business Administration, Marketing, or similar fields. 
• 2+ years of experience in a similar position.
• Operational experience in resolving client queries
• An understanding of financial services (preferably blockchain technology and cryptocurrency).
• Strong analytical & problem solving skills.
• Excellent time management and able to work in a fast paced environment.
• Strong communication and leaderships skills as well as the ability to resolve workplace issues effectively.
• Ability and readiness to guide, train and support the team members.
• Multitasking and having excellent numerical skills.

Apply through LinkedIn