Customer Success Champion (IT Escalation Management)

Description

• Training & Development: Provide training and support for team members on best practices for escalation management.
• Customer Advocacy: Champion the voice of the customer, ensuring their concerns are heard and addressed in a timely manner.
• Collaboration: Work closely with various departments and external partners to ensure effective resolution of IT escalations including setting up meetings, coordinating, and sending management summaries.
• Process Improvement: Develop and implement strategies to enhance the process, ensuring compliance with industry standards.
• Operational Excellence: Manage the IT Escalations, continuously improving workflows and reporting results to the organization.
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Requirements

• Skills: Excellent communication, decision-making, and problem-solving skills, with the ability to coordinate effectively with various stakeholders. (key – Stakeholder management)
• Expertise: Strong knowledge of customer service principles and complaint management processes.
• Technical Skills: Strong technical knowledge on multiple IT Infrastructure components
• Experience: Several years of experience in managing customer escalations in a large enterprise environment.
• Reporting: Reporting skills will be an added advantage on visualization reporting tools like PowerBI, Tableau etc.

Benefits

• Think about your future too with Private Pension Pilon III
• Your lunch with meal tickets
• Stay safe and healthy with our medical subscription

Training + Development

Interview process

Visa Sponsorship

Security clearance