Escalation Specialist - Subject Matter Expert

Are you a seasoned professional with a knack for resolving complex customer issues? Hytech Consulting Management is seeking a dedicated Escalation Specialist - Subject Matter Expert to join our dynamic team in Bali. In this role, you will serve as the go-to expert for handling escalated customer issues, ensuring high levels of satisfaction and resolution. With a strong background in customer service and a proven track record in resolving complex problems, you will be responsible for analyzing, diagnosing, and implementing solutions to ensure customer satisfaction.

At Hytech Consulting Management, we are committed to delivering exceptional service and driving customer success. Our team is known for its expertise and dedication to resolving complex issues efficiently. As an Escalation Specialist - Subject Matter Expert, you will have the opportunity to work with a diverse range of customers and contribute to our ongoing success.

If you are ready to take on this challenging and rewarding role, we invite you to apply. Join us in Bali and be part of a team that values your expertise and commitment to customer satisfaction.

📋 Tanggung Jawab Pekerjaan

• Analyze and diagnose escalated customer issues to identify root causes.
• Develop and implement effective solutions to resolve complex customer problems.
• Collaborate with cross-functional teams to ensure timely and accurate resolution of escalated issues.
• Monitor and track customer satisfaction metrics to identify trends and areas for improvement.
• Provide training and support to customer service teams to enhance their problem-solving skills.
• Stay updated with industry trends and best practices in customer service and escalation management.
• Maintain detailed records of all escalated issues and resolutions for future reference.
• Report on key performance indicators (KPIs) to management to drive continuous improvement.

🎓 Kualifikasi & Syarat

• Bachelor's degree in a related field or equivalent experience.
• Minimum of 5 years of experience in customer service or a related field.
• Proven track record of resolving complex customer issues.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in using CRM software such as Salesforce or Zoho.
• Ability to work under pressure and meet tight deadlines.
• Certification in customer service or escalation management is a plus.

🛠️ Keahlian

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