About the Role

We are looking for a highly skilled Customer Support Specialist (Escalations) to join our Customer Experience team. In this role, you will manage complex customer inquiries and escalations, delivering exceptional service through effective problem-solving, strong communication, and sound decision-making.

You will take ownership of customer cases from start to finish, working closely with internal teams to ensure timely and satisfactory resolutions while maintaining a customer-first approach.

Key Responsibilities

Complex Case Management

Manage complex, high-priority customer cases from initial contact through final resolution.
Serve as the primary point of contact for customers throughout the resolution process.
Investigate issues, assess available solutions, and make informed decisions within established guidelines.
Handle sensitive customer situations with professionalism, empathy, and discretion.
Negotiate and mediate resolutions while balancing customer satisfaction and business objectives.
Exercise sound judgment in resolving unique or non-standard situations.

Customer & Stakeholder Communication

Communicate clearly and professionally across multiple channels.
Explain policies, procedures, and solutions in a simple and customer-friendly manner.
Collaborate with cross-functional teams to resolve customer concerns efficiently.
Escalate issues appropriately when required while ensuring timely follow-up.

Operational Excellence

Act as a subject matter expert for complex case handling and customer support processes.
Identify recurring issues and provide recommendations for process improvements.
Support pilot initiatives, new processes, and continuous improvement projects when applicable.
Maintain accurate documentation while ensuring customer data confidentiality and compliance.

Qualifications

Required

Minimum of 1 year of experience in a call center, customer support, or a similar customer-facing role, or experience in a higher-level customer service position.
Proven experience managing complex customer cases and escalations.
Excellent conflict resolution, negotiation, and problem-solving skills.
Strong written and verbal communication skills.
Ability to prioritize, organize, and manage multiple cases in a fast-paced environment.
High School Diploma or equivalent.
Excellent English communication skills (C1/C2 proficiency).
Strong computer literacy with the ability to quickly learn new systems and tools.
Flexibility to work rotating shifts, weekends, and public holidays based on business needs.

Preferred

Bachelor's degree or equivalent.
Experience within customer experience, hospitality, technology, or service-based industries.
Experience working with CRM platforms and productivity tools.
Strong analytical skills with the ability to identify trends and recommend improvements.
Experience collaborating with cross-functional teams.

Core Competencies

Excellent communication and active listening.
Customer-focused mindset with a passion for delivering outstanding service.
Strong decision-making and sound judgment.
Effective conflict resolution and negotiation skills.
High attention to detail and organizational skills.
Ability to perform under pressure while managing multiple priorities.
Adaptability in a dynamic and evolving work environment.
Commitment to maintaining customer confidentiality and data security.

Customer Support Specialist (Escalations)

About Concentrix