Case Escalation Manager
Case Escalation Manager
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Job Description
As a Case Escalation Manager you will be responsible for Case Escalation Requests from beginning to end and coordinating the relevant responses and resources required to ensure escalations are prioritized appropriately by all teams part of the Global Escalation Team you will be working on ongoing efforts to reduce backlog of escalations and initiatives to prevent escalations in the future.
Responsibilities:
Manage escalation requests from receipt until closure.
Validate the escalation to ensure it is appropriate & reasonable - respond to clients directly when this is not the case.
Work with the relevant Customer Support Managers to resolve the escalation and follow-up through to closure.
Where escalation progress is not as expected work with Managers / Team Leaders to deliver updates and ensure our obligations are met.
Work with Escalation Team to proactively review and suggest ways for either reducing or preventing escalations.
Help to define and manage the Case Escalation process.
Report on escalation trends volumes and outcomes.
The working arrangement for this role is work from anywhere within Poland.
Qualifications :
Qualifications
Demonstrated ability to handle sensitive customer/partner interactions diplomatically.
Fluency in English both written and verbal.
Experience in managing escalations.
Exceptional communication and interpersonal skills.
Ability to manage your own time to prioritize workload and meet deadlines.
Strong problem-solving abilities with a focus on finding practical solutions.
Ability to work effectively under pressure and within tight deadlines.
Excellent organizational skills and attention to detail.
Global or international business experience is a plus.
Approval from line manager based on performance.
Additional Information :
We offer:
A chance to participate in the development of a leading global software firm. You will have the opportunity to work within an organization that gives you the freedom and autonomy to be successful. An attractive salary while working in a challenging international environment with enthusiastic colleagues who like to learn from each other.
At Unit4 we invest in your personal and professional growth. We dont focus on how many days you work we trust you on delivering results - thus we have an unlimited vacation policy. In addition you can continue to grow your career into other positions and for example handle the cloud environments for our customers based on Azure infrastructure.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
