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Call Center Escalation Representative

Digital Risk, LLC.
San Antonio, USA
Full-time
Junior · 1+ years experience
Discovered 1 months ago

Full Job Posting

Responsibilities

  • Conduct outbound customer outreach (manual and campaign-based) to provide
  • updates, present offers, identify opportunities, and reinforce value.
  • Rapidly respond to and resolve escalated issues, protect and establish
  • collaborative relationships with support teams, while consistently demonstrating
  • professionalism and emotional intelligence.
  • Turn negative/neutral experiences into positive interactions.
  • Serve as a brand ambassador and advocate for your customers; highlight all clients’ products and services.
  • Minimize disruptions, maintain system availability, and ensure the continued
  • functionality of services.
  • Turn customer contacts into a sale or a save opportunity with a premium
  • experience.
  • Proactively triage high-risk accounts, flag early signs of churn, and
  • collaborate across departments to mitigate risk.
  • Provide technical or account assistance in collaboration with Sales and Support
  • teams.
  • Document customer interactions thoroughly using CRM tools to ensure alignment
  • and visibility.
  • Demonstrate knowledge of and adherence to telemarketing laws.
  • Requirements:
  • Ability to convey information accurately and efficiently to both internal team
  • members and external stakeholders, both verbally and in writing.
  • Adaptive to changing situations in a competitive market.
  • Ability to overcome objections while demonstrating genuine empathy.
  • Genuine interest in people and a desire to help and build relationships with
  • customers.
  • White Glove Customer Service: 2+ years
  • Customer Service, Account Management, or Customer Success: 2 + years
  • Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM),
  • and tools like Microsoft Office
  • Experience working in Loyalty/Retention programs with a high understanding and
  • performance with loyalty tools such as Compass & Mysolutions
  • Strong analytical skills and attention to detail; ability to recognize patterns and
  • trends in customer behavior.
  • Preferred Qualifications:
  • Previous experience working in a Secure Workspace (SWS) type environment or
  • white room (no pen, paper, mobile or electronic devices, etc.): 1+ years
  • Experience troubleshooting hardware, software, applications, network, and device
  • issues
  • Qualifications: High school diploma
  • Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2BackTM Transformation approach. Front2BackTM uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers.
  • Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Qualifications

  • Qualifications: High school diploma

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