Call Center Agent (escalation specialist)
Skills
About This Role
Overview
- **Job Title- Escalation Specialist**
- **Type - Contract**
- **Contract Duration- 6 Months and extendable ( Based on performance and project availability)**
- **Work Location – Dubai**
- **Salary – 5500**
- Mandatory details/Skills
- Handle and resolve escalated customer complaints received from the call center.
- Act as the primary point of contact for high-priority or sensitive customer issues.
- Investigate complaints thoroughly by coordinating with internal departments (sales, service, logistics, etc.).
- Ensure timely resolution of cases while maintaining high customer satisfaction levels.
- Maintain accurate records of escalations, actions taken, and resolutions in CRM systems.
- Monitor escalation trends and provide insights to improve processes and reduce repeat issues.
- Communicate professionally with customers, keeping them informed throughout the resolution process.
- Ensure all cases are handled in line with company policies and service standards.
- Support continuous improvement initiatives by identifying gaps in customer service processes
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