Customer Escalation Specialist

1 week ago

مصر, Egypt WorkMotion Full time

Welcome to our **Customer Experience Team**, the dedicated front line of our organisation, where client satisfaction is at the heart of our culture. Our team is responsible for guiding clients in understanding our product, solving their operational queries, collecting valuable feedback, driving client growth, and elevating HR processes to new heights. At our company, long-term client satisfaction is a key measure of success, reflecting our commitment to fostering lasting partnerships and continued excellence.

**What you’ll do**:

- Work independently to provide best-in-class customer experience by quickly and thoroughly addressing escalated customers’ concerns
- See escalations and resolutions from start to finish, appropriately log feedback, and suggest corrective actions
- Show full ownership and follow up consistently to ensure a quick resolution, but also establish trust and build strong relationships with the customer
- Review customer communication reviews against a quality assurance scorecard
- Give constructive feedback to team members to improve customer satisfaction
- Work with other internal/external teams as necessary to assist with ensuring resolution and actionable feedback is appropriately addressed
- Ability to consistently meet SLAs and performance goals for metrics and KPIs

**What we’re looking for**:

- 2+ Years experience as a Customer Service Agent, working specifically with escalations is a preferred
- Excellent written and spoken English
- Firm conflict resolution and de-escalation skills
- Strong written communication skills and ability to recall and coherently summarize complex issues and situations
- Highly detail-oriented and thorough with excellent documentation skills
- Ability to troubleshoot and problem-solve on your own
- Strong knowledge of Google sheets is a must
- CRM knowledge such as Salesforce is a plus
- Data analysis skills (ex. Power BI) are a plus
- A quality assurance background is preferable.

**What we offer**:

- As a fully remote and completely distributed team, you can do your best work from anywhere you are the happiest
- Trust-based work - organize your own schedule. We want to celebrate results, not hours spent working
- Subsidised gym membership subscription
- Training and development allowance
- Merit-based culture with substantial growth opportunities
- Opportunities to get to know some of your colleagues at our offices
- WorkFlex - easily workation from your dream destination
- Collaborative team culture where everyone's input is valued
- Regular virtual events and annual team meetups
- _Some benefits may vary due to local law and regulations._

**Who we are**:
We are WorkMotion, an Employer of the Future.

By thinking outside the border, we are revolutionizing the working world and making the dream of working from anywhere a reality. Our all-in-one HR platform redefines global onboarding and management, ensuring 100% compliant remote employment.

What's great about being part of WorkMotion is that we practice what we preach - we're all about location flexibility. Joining us means embracing remote work without limits. Our passion lies in building a more globalized world and in transforming how we work in a meaningful way.
- ** WorkMotion is an equal opportunity employer, committed to fostering an inclusive environment that embraces individuals of diverse backgrounds, genders, sexual orientations, disabilities, religions, ages, and personal outlooks.**_

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