Escalation Specialist
[Demo] PT Inovasi Masa Depan Mandiri
- Penuh waktu
- Remote
- Rp6.000.000 – 11.000.000
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Deskripsi Pekerjaan
Role Summary: We are seeking a dedicated and empathetic Escalation Specialist to join our fully remote team. In this full-time, career-focused role, you will act as the primary point of contact for resolving complex customer issues, turning challenging situations into positive experiences. With 1 to 3 years of experience, you will leverage your conflict resolution skills to maintain high customer satisfaction and loyalty. Key Responsibilities: - De-escalate and resolve complex customer complaints and issues via phone, email, and chat. - Utilize Customer Relationship Management (CRM) tools to document, track, and manage escalation cases efficiently. - Collaborate with cross-functional teams, including product and billing, to find swift and effective resolutions. - Identify root causes of recurring issues and recommend process improvements to enhance the overall customer experience. - Maintain a high level of professionalism, empathy, and patience under pressure. What We Offer: - Competitive salary and comprehensive benefits package. - 100% remote work environment with a flexible schedule. - Clear pathways for career growth and professional development. - A supportive, collaborative, and inclusive team culture. - Home office stipend and wellness programs.
Kualifikasi
- 1 to 3 years of experience in customer support, escalation management, or a similar customer-facing role.
- Proven expertise in Conflict Resolution with the ability to handle high-stress situations calmly and professionally.
- Strong proficiency with Customer Relationship Management (CRM) systems such as Salesforce, Zendesk, or HubSpot.
- Exceptional written and verbal communication skills in English.
- Excellent problem-solving abilities and a detail-oriented approach to troubleshooting.
- Ability to work independently and manage time effectively in a fully remote environment.
- Bachelor's degree in Communications, Business Administration, or a related field is preferred.
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