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Customer Recovery Duty Manager
Descriere Companie
For our client, a big American software company, the largest software producer in the world we are looking for a Customer Recovery Duty Manager.
Descriere
Ensuring that all escalations are assessed for urgency, scope, and technical or political impact within SLA;
Verifying that out-of-scope or internal transfers are directed to the relevant teams;
Making sure that in-scope escalations are assigned to the delivery partners' queues or internally within the company’s escalation team according to specialization, availability, and seniority level;
Handling incoming escalation requests from the frontlines, transfer requests from other time zones or teams are addressed promptly;
Keeping close connection to the internal and external teams for all escalations that require a white glove service;
Monitoring the regional team’s internal escalation distribution lists for addressing escalation submitter or stakeholders’ inquiries;
Hosting the daily team triage;
Participating in landing new processes, tools, or scope expansion as an active member of a virtual incubation team;
Owning and addressing a limited amount of escalations to keep skills and abilities relevant.
Cerințe
Customer Service and support experience or a similar dispatcher or duty manager role;
Demonstrated business maturity, problem-solving, research skills, and computer/Technical skills;
Excellent time organization and close-out discipline;
Attention to detail;
Strong written and verbal communication skills in English;
Excellent judgment, decision-making skills, and the ability to work under continual deadline pressure;
The ability to manage and work within ambiguity to reach a successful outcome, team player with strong stakeholder management skills;
The Ability to influence and build relationships in an international environment.
