Customer Escalation Specialist II
P
Palmetto Clean TechnologyClean tech
Remote - PhilippinesFull-TimeMiddle
Salary540,000 - 820,000 PHP per year
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Job Details
- Experience
- 2+ years of experience in customer service and escalations
- Required Skills
- Data AnalysisSalesforceCustomer serviceProcess improvementCRM
Requirements
- 2+ years of experience in customer service and escalations.
- Solar industry experience preferred.
- Strong solution-based problem-solving skills.
- Experience with solar energy systems.
- Excellent verbal and written communication skills.
- Customer-centric mindset.
- Ability to manage high-pressure escalations.
- Experience with CRM systems (Salesforce preferred).
- Experience with ticketing tools.
- Ability to analyze NPS data.
Responsibilities
- Serve as the primary point of contact for escalated customer issues.
- Assess nature and severity of escalations and prioritize cases.
- Work directly with customers to provide timely updates and resolve issues.
- Collaborate with internal teams to gather resources for resolution.
- Facilitate stakeholder meetings to expedite case handling.
- Identify root causes and implement corrective process improvements.
- Develop and maintain escalation management procedures.
- Analyze escalation metrics to identify trends.
- Partner with the VoC program manager to improve customer experience.
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