• Investigate and analyze: Receive and analyze customer complaints to determine their root cause. Handle and resolve high-priority or sensitive customer complaints and issues that cannot be resolved by frontline support.
• Collaborate and coordinate: Serve as a mediator between customers and various departments to ensure efficient and satisfactory outcomes.
• Communicate and update: Act as the primary point of contact for escalated cases, providing regular and professional updates to customers.
• Document and track: Maintain accurate records of customer interactions, case status, and resolutions in CRM and ticketing systems.
• Process improvement: Identify trends in escalated issues, conduct root cause analysis, and provide feedback to improve products, processes, and training.
• Guidance: Provide guidance to frontline staff on handling escalated cases and best practices.
• SLA compliance: Track and ensure compliance with service level agreements (SLAs) for escalated cases. 

Required qualifications and skills

• Experience: 2+ years of experience in escalation handling, customer support, or similar role.
• Problem-solving: Strong analytical, problem-solving, and critical-thinking skills.
• Communication: Excellent communication and conflict resolution skills, with the ability to remain calm under pressure.
• Technical skills: Proficiency with CRM software and ticketing systems is often required.
• Organizational skills: Strong attention to detail and organizational skills are essential for tracking cases and documentation.
• Teamwork: Ability to work effectively and collaboratively with different internal teams. 
• Australian Shift: Ability to work in rotational Australian shifts
• Working Days: Ability to work for 6 days
• Operation system: Must have own Laptop/desktop, uninterrupted Wi-Fi connection, Noise Cancellation Headphones, Isolated room.