Escalation Resolution Lead - Cape Town - Lead Generation Group

Escalation Resolution Lead - Cape Town - Lead Generation Group

Lead Generation Group Cape Town

2 days ago

Job title: Escalations Specialist Lead

Description

Escalations Specialist Lead Opportunity

We are seeking an experienced Escalations Specialist Lead to join our team at the Lead Generation Group. This is an exciting opportunity to work in a dynamic environment and contribute to delivering exceptional customer experiences.

In this role, you will be responsible for managing and resolving escalated client complaints and issues. You will also develop and implement strategies to reduce the frequency of escalations and enhance overall client experience.

To be successful in this role, you will need strong de-escalation techniques and conflict resolution skills, as well as a thorough understanding of company policies.

You will work closely with other departments to identify root causes of complaints and implement continuous improvement initiatives. Accurate record-keeping is crucial in this role, as is preparing and presenting regular reports on escalation trends and outcomes to senior management.

You will lead a team and provide guidance and coaching to team members to ensure they are equipped to handle escalated client complaints and issues effectively.

Key Requirements

1. Grade 12 or NQF level 4 qualification
2. Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
3. At least 5 years of hands-on experience in desktop support within a financial or similarly regulated industry

In this critical role, you will be at the forefront of supporting and optimizing the business processes and technologies that drive our logistics operations. Your primary focus will be ensuring that users can work seamlessly and efficiently within our systems, enhancing operations.

Key Responsibilities

1. Manage and resolve escalated client complaints and issues, ensuring a high level of customer satisfaction.
2. Provide expert guidance and coaching to team members on complaint handling and resolution.