Customer Complaints and Escalations - Technology

Dublin

Customer Complaints and Escalations - Technology

Job Profile:

Our client a global technology company are seeking an experienced complaints and escalations Specialist to manage large volumes of customer product support issues. The escalations team manage and resolve product support issues from teams and customers across the globe. This is a very fast paced role and if you are a process driven individual always seeking to improve then this role is for you!

Duties:

  • Work closely with the customer complaints teams in responding and resolution of product related queries from customers across the global market
  • You will be responsible for maintenance of the company’s customer support tracking channel across all products and locations
  • You will communicate directly to customers complaints teams and customers, offering advice on issues and resolving of issues
  • You will constantly be seeking ways to improve current processes and introduce new processes. Ensure all data is up to date.
  • You will analyse issues to understand the root of the issue and the team or product it relates to and explain the issue to relevant teams and work together to offer a resolution
  • You will provide additional support to support teams with issues that are proving difficult to resolve i.e. customer has contacted support teams numerous times and issue has not been resolved

Skills and Experience:

  • Strong communication skills with the ability to communicate clear and concise information to customers or teams
  • 4-5 years’ Customer service experience, ideally within customer complaints or escalation or relevant role
  • Good attention to detail
  • Strong analytical and problem solving skills with the ability to break down the issue in explanation
  • Ability to multi-task, and prioritise duties within a fast paced environment
  • Project and process management experience (Advantageous)
  • Process improvement / implementation experience
  • Technical product experience (Advantageous)
Dublin
Negotiable
  1. Contract

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