Escalations Specialist Lead - Cape Town - Lead Generation Group

Escalations Specialist Lead - Cape Town - Lead Generation Group

The Lead Generation Group is committed to delivering exceptional customer experiences. To achieve this, we need an experienced Escalations Specialist Lead to manage and resolve escalated client complaints and issues.

This role requires strong de-escalation techniques and conflict resolution skills, as well as a thorough understanding of company policies and the ability to adhere to them strictly. The successful candidate will have excellent communication and interpersonal skills, enabling them to provide constructive feedback and coaching to team members.

You will lead the development and implementation of strategies to reduce the frequency of escalations and enhance overall client experience, working closely with other departments to identify root causes of complaints and implement continuous improvement initiatives.

Maintaining accurate records of all escalations and resolutions is crucial in this role, as is preparing and presenting regular reports on escalation trends and outcomes to senior management.