Escalations Associate
11-Month Contract
Remote
€41.5k
Based in Dublin, our client is a world leading online accommodation marketplace who are at the forefront of their industry.
In this 11-month contract, they are looking for an Escalations Associate, with 3+ years of experience in a similar customer service type role.
Our client is currently conducting all interviews online and are onboarding all new workers remotely.
Job Reference: BBBH 25888
What will a Escalations Associate do?
- Handle highly sensitive and confidential cases involving e-Staff and other key stakeholders, along with around the clock execution meeting expected SLAs.
- Deliver a superior community experience for all executive cases, including, but not limited to, collaborating with other teams, navigating ambiguous situations and breaking down silos to resolve issues in a timely manner.
- Handle NPS service recovery cases where the initial user experience has been poor and ensure you can rescue the detractor before the case becomes an Executive Escalation.
- Meet performance expectations regularly and own time management efficiently to deal with different type of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholders managements, etc).
- Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
- Effective communication in the context of stakeholder management as well as external customers.
- Support the Escalations Coordinators in providing input for Shared Services to ensure service integrity and continuous improvement.
What does the Ideal Candidate look like?
- 3+ years experience in high-touch Community Support role required.
- Excellent listening skills and attention to detail, with demonstrated ability to draw out key information to assess user needs and resolve problems.
- Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner.
- Calm and Empathetic – you are able to adapt to any situation by personalizing responses and educating our community while remaining levelheaded in tough situations.
Benefits?
- Work Laptop, phone (most roles) and latest tools and technologies.
- Expanding workforce with options for permanent positions and career progression for top performers.
- The experience of working with a company that will make your CV stand out from the crowd.
- Tax Saver Travel tickets
- Bike to work scheme.
- Employee referral scheme.
Still interested in this opportunity?
Submit your CV (in a Microsoft Word format) today!
OR
Perhaps this role didn’t fully fit your criteria, not to worry – we have many similar roles advertised on our website – www.allenrec.com
Please don’t hesitate to contact any of our team with any questions you may have on Email: [email protected] or Phone: +353 1 6694040
