Position Summary
The Escalation Manager is responsible for managing and resolving high-priority or critical customer issues that require immediate attention and action. They will monitor escalation items and close the loop on issues which lead to escalations by conducting root cause analysis.
Role Mission
Claranet’s strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services. A customer facing Escalation manager is required to ensure that escalated customer issues are managed and resolved in a timely and satisfactory manner, with an emphasis on excellent customer experience.
Essential duties and responsibilities
*Act as a point of contact for customer issues that have been escalated to a higher level.
*Analyses the situation and determine the root cause of the problem.
*Collaborate with other departments, especially teams within Customer Experience and Managed Service, to develop and implement a resolution plan.
*Ensure that the issue is resolved in a timely and satisfactory manner, while maintaining communication with the customer throughout the process.
*Provide regular updates to stakeholders and management regarding the status of escalated issues.
*Assist in the development, maintenance and adherence to processes and procedures for escalating and resolving customer issues, ensuring that they are up-to-date and effective.
*Identify opportunities for process improvements and collaborate with cross-functional teams to implement changes.
*Develop and maintain relationships with key customers and stakeholders to facilitate effective communication and issue resolution.
*Provide coaching and guidance to colleagues on following best practices for resolving escalated issues.
About You
Position specifications
Behavioural competencies - organisational and behavioural fit.
*Flexible and creative to take considered risks
*Learn and adapt quickly to changing situations
*Self-motivated and able to work under pressure
*Ability to travel to different sites and locations on a weekly basis
*Manages conflict and challenges in an open and constructive manner.
Critical competencies - technical fit
*Proven track record of successfully managing resolution of customer escalations
*Strong oral, presentation, and written communications skills
*Strong stakeholder management of both internal and external stakeholders at all levels
*Proven ability to work in cross-functional teams to get a timely and successful output
*Strong awareness of the Cloud, Security and Workplace services market and an understanding of the technologies and skills needed to deliver high quality customer service and successful escalation management
Objectives and Key Results
*Orchestrate timely and satisfactory conclusions of escalated issues
*Monitor escalation trends, and conduct root cause analysis
*Identify continuous improvement opportunities that can be fed back into the business
*Work collaboratively with other teams to ensure timely resolution of escalations