Customer Support Specialist

We are looking for a highly skilled Customer Support Specialist (Escalations) to join our Customer Experience team. In this role, you will manage complex customer inquiries and escalations, delivering exceptional service through effective problem-solving, strong communication, and sound decision-making.

You will take ownership of customer cases from start to finish, working closely with internal teams to ensure timely and satisfactory resolutions while maintaining a customer-first approach.

Key Responsibilities

Complex Case Management

• Manage complex, high-priority customer cases from initial contact through final resolution.
• Serve as the primary point of contact for customers throughout the resolution process.
• Investigate issues, assess available solutions, and make informed decisions within established guidelines.
• Handle sensitive customer situations with professionalism, empathy, and discretion.
• Negotiate and mediate resolutions while balancing customer satisfaction and business objectives.
• Exercise sound judgment in resolving unique or non-standard situations.

Customer & Stakeholder Communication

• Communicate clearly and professionally across multiple channels.
• Explain policies, procedures, and solutions in a simple and customer-friendly manner.
• Collaborate with cross-functional teams to resolve customer concerns efficiently.
• Escalate issues appropriately when required while ensuring timely follow-up.

Operational Excellence

• Act as a subject matter expert for complex case handling and customer support processes.
• Identify recurring issues and provide recommendations for process improvements.
• Support pilot initiatives, new processes, and continuous improvement projects when applicable.
• Maintain accurate documentation while ensuring customer data confidentiality and compliance.

Qualifications

Required

• Minimum of 1 year of experience in a call center, customer support, or a similar customer-facing role, or experience in a higher-level customer service position.
• Proven experience managing complex customer cases and escalations.
• Excellent conflict resolution, negotiation, and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to prioritize, organize, and manage multiple cases in a fast-paced environment.
• High School Diploma or equivalent.
• Excellent English communication skills (C1/C2 proficiency).
• Strong computer literacy with the ability to quickly learn new systems and tools.
• Flexibility to work rotating shifts, weekends, and public holidays based on business needs.

Preferred

• Bachelor's degree or equivalent.
• Experience within customer experience, hospitality, technology, or service-based industries.
• Experience working with CRM platforms and productivity tools.
• Strong analytical skills with the ability to identify trends and recommend improvements.
• Experience collaborating with cross-functional teams.

Core Competencies

• Excellent communication and active listening.
• Customer-focused mindset with a passion for delivering outstanding service.
• Strong decision-making and sound judgment.
• Effective conflict resolution and negotiation skills.
• High attention to detail and organizational skills.
• Ability to perform under pressure while managing multiple priorities.
• Adaptability in a dynamic and evolving work environment.
• Commitment to maintaining customer confidentiality and data security.