Customer Service Representative (Escalations Handling)

1 Year contract

100% Remote Anywhere from Canada

No Visa restriction

Visa sponsorship is not available on this role.

As a member of the Escalations team, you will be responsible for handling and stewarding the

resolution for Community issues raised directly to the CEO and other Executive Team Members.

Responsibilities

● Handle highly sensitive and confidential cases involving e-Staff and other key

stakeholders, along with around the clock execution meeting expected SLAs.

● Deliver a superior community experience for all executive cases, including, but not limited to,

collaborating with other teams, navigating ambiguous situations and breaking down silos to

resolve issues in a timely manner.

● Handle NPS service recovery cases where the initial user experience has been poor

and ensure you can rescue the detractor before the case becomes an Executive

Escalation

● Meet performance expectations regularly and own time management efficiently to deal

with different type of work assignments (tickets, queues, initiatives, reports,

correspondence, stakeholders managements, etc),

● Mastering and maintaining knowledge of company policies and procedures inside and

out, being an expert in Community Support and brand risk topics.

● Effective communication in the context of stakeholders management as well as external

customers.

● Support the Escalations Coordinators in providing input for Shared Services to ensure

service integrity and continuous improvement.

Requirements

● 3+ years experience in high-touch CS role required

● Excellent time management, negotiation and conflict resolution skills.

● Excellent listening skills and attention to detail, with demonstrated ability to draw out

key information to assess user needs and resolve problems.

● Display resilience in a high impact dynamic environment.

● Excellent interpersonal and communication skills, both written and spoken, to help our

community in a tactful and diplomatic manner.

● Demonstrated ability to develop and maintain effective relationships with

internal/external customers at all levels

● Calm and Empathetic - you are able to adapt to any situation by personalizing

responses and educating our community while remaining level headed in tough

situations.

● Able to handle sensitive casing by taking difficult decisions and thinking out of the box

while being mindful of overall impacts on the brand.