Escalation Manager

We are seeking a motivated and customer-focused individual to join our team Infimobile as a Escalation Manager

InfiMobile is a premium mobile virtual network operator that provides reliable nation-wide coverage across the United States with cost effective and budget-friendly plans. To know more about us, check https://infimobile.com/

The main responsibility of an escalation manager is to bring order, structure, and focused management attention to the customer's problems in order to gain complete consumer satisfaction
Develop trusted relationships with the leadership teams across the organization
Understand a customer's value to our business
Create SLA's for agents to follow
Train agents to manage complex issues
Use findings from escalations to improve customer interactions
Facilitate and lead resolution of complex problems
Drive Problem Prevention - Some issues may require long-term management, due to repeated or systemic problems
Responsibility for accounts that require long-term technical escalation management
Prioritize and manage escalated issues affecting our products for multiple customers to successful resolution
Ensure high-quality customer service with emphasis on timely resolution and through problem definition and identification

REQUIREMENTS -

Requires executive-level communication skills to communicate effectively with top management staff and other customer service employees.
Knowledge of Windows PC applications, Microsoft Excel (creating trend charts and v lookup), and Microsoft PowerPoint (creating presentations)
Language skills necessary - US English
Ability to effectively resolve or drive resolution for the critical situations that require the creation of solid, effective and efficient approaches
Experience with executive managing level expectations and communications
Demonstrated proficiency in managing challenging customer situations and leading customers through difficult issues to successful resolution

WORK MODE -

Full Time
Hybrid Work Mode
Flexible Working Hours

PREFERRED EXPERIENCE -

Work Experience with US Clients.

BENEFITS -

Free Cafeteria
Incentives are provided