Escalations Management Analyst (Mandarin market)

Summary:
The Escalations Management Analyst is responsible for ensuring customer support excellence by taking end-to-end ownership of escalated issues for Mandarin markets. This role requires a detail-oriented and quick-thinking individual who can make decisions under pressure and serve as the central point of escalation and coordination.

Key Responsibilities:

• Escalation Handling: Act as the primary point of contact for escalated issues, ensuring timely and effective end to end resolution or proper hand off, if necessary. Perform root cause analysis of escalated cases, if necessary.
• Perform/handle outbound or inbound customer and/or client communications.
• Update applicable Program Database accurately.
• Collaborate with various teams maintaining the focus on deescalate initiatives ensuring service on time delivery. Always provide seamless coordination and resolution of escalated cases.
• Provide clear, focused and consistent communication in a positive and patient manner to all parties involved.
• Provide timely updates to internal/external stakeholders on all proactive measures taken towards resolution of each case, showing full ownership.
• Customer Support Excellence: Maintain high standards of customer service, ensuring a positive experience for all stakeholders.
• Conduct thorough investigations to identify the root causes of issues and suggest corrective actions to the respective team managers.
• Proactive Approach: Based on expertise and case/process observations, anticipate potential issues and take proactive measures to prevent escalations.

Qualifications:

• Excellent communication skills, both verbal and written in Mandarin and English.
• 1-3 years of experience in similar customer support, service operations, service desk, or case management roles in a fast-paced environment
• Proven experience handling customer or client escalations end-to-end
• Exposure to root cause analysis and service improvement initiatives is an advantage
• Experience in IT, telecommunications, networking, or technology services environment is preferred
• Ability to handle multiple tasks and prioritize effectively.

Attributes:

• Detail-oriented and organized.
• Strong decision-making skills and ability to perform under pressure.
• Critical thinking skills
• Proactive and able to anticipate needs.
• Patient and positive demeanor, with a focus on customer satisfaction.
• Ability to maintain composure in challenging situations.
• Team player, able to follow and deliver
• Familiarity with or an ability to understand and utilize a database and Microsoft Office program.

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