Escalations Senior Specialist

About the role:

The Escalations Senior Specialist plays a crucial role in delivering exceptional customer experiences by serving as the primary point of contact for escalated interactions. This position is responsible for managing highly sensitive complex or challenging customer situations with professionalism empathy and effective resolution strategies. The ideal candidate will demonstrate advanced interpersonal skills sound judgment and resilience when engaging with customers who require a higher level of support. This role goes beyond simply resolving individual escalations; it also involves providing insights to improve processes. Success in this position requires a balance of strong problem-solving abilities and emotional intelligence to de-escalate situations and rebuild customer trust.

Specific Responsibilities:

Serve as the main point of contact for escalated customer interactions across all channels.

Manage and resolve complex sensitive or high-impact customer issues with a focus on achieving a positive outcome for both the customer and the business.

Actively listen to customers to understand their concerns fully demonstrating empathy and patience throughout the interaction.

Analyze situations to identify root causes and provide effective long-term solutions.

Work cross-functionally with other teams to gather information and ensure timely resolution of escalated cases.

Document all escalations accurately noting key details and resolutions for reporting and process improvement.

Provide insights and feedback to leadership on recurring issues to drive operational or procedural improvements.

Act as a role model for professional communication and conflict management within the team.

Knowledge/Skills/Abilities:

Communication Skills: Excellent verbal and written communication skills to convey information clearly and effectively

Problem-Solving Abilities: Strong analytical skills to assess situations and develop effective solutions

Empathy and Patience: Ability to understand agents and customer concerns and provide support with a positive attitude

Technical Proficiency: Familiarity with all channels SAP ZD and other customer service tools

Attention to Detail: Meticulous in documenting interactions and following up on customer issues

Team Collaboration: Ability to work well within a team and contribute to a positive work environment

Education/Experience:

At least 2 years of basic frontline customer service experience

Bilingual (English)

The candidate must possess excellent soft skills to effectively resolve issues with escalated customers

Proficient in Microsoft Office; Excel PowerPoint Word etc./ Zendesk preferred

High technical expertise on products

Ability to mentor agents as required to enhance their knowledge and improve processes

Detail-oriented and able to multitask effectively

Strong problem-solving skills

We Dont Just Build The World We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative tech-driven and highly collaborative team environment supported by over 58000 professionals in 60 countries across the globe. Here youll get the unique chance to impact some of the worlds most iconic brands including STANLEY TOOLS DEWALT CRAFTSMAN MAC TOOLS and Black Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are

Were the Worlds largest tool company. Were industry visionaries. Were solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art smart factory products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843 but that hasnt stopped us from evolving into a vibrant diverse global growth company.

Global Benefits & Perks
Youll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire.

What Youll Also Get

Career Opportunity: Career paths arent linear here. Being part of our global company with 60 brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development:
Our lifelong learning philosophy means youll have access to a wealth of state-of-the-art learning resources including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because thats how the best work gets done. Youll find we like to have fun here too.

Purpose-Driven Company:
Youll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism giving back and sustainable business practices.