Senior Escalation Specialist - Subject Matter Expert (Customer Experience)

Hytech Consulting Management · 📍 Canggu, Bali, Indonesia · Diposting 2026-10-09
FULL_TIME⭐ TERVERIFIKASI
IDR 15000000 - 25000000
Hytech Consulting Management is seeking a highly skilled and experienced Senior Escalation Specialist to join our dynamic team. As a Subject Matter Expert in Customer Experience, you will play a crucial role in resolving complex customer issues and ensuring exceptional customer satisfaction. This is an exciting opportunity to work in a vibrant and fast-paced environment, contributing to the growth and success of our company.

📋 Tanggung Jawab Pekerjaan

Resolve complex customer escalations and issues in a timely and efficient manner.,Provide expert advice and guidance to customer service representatives and other stakeholders.,Analyze customer feedback and identify trends to improve customer experience.,Develop and implement escalation protocols and procedures to ensure consistent and effective issue resolution.,Collaborate with cross-functional teams to address customer concerns and find solutions.,Monitor and report on key performance indicators (KPIs) related to customer escalations and satisfaction.,Stay up-to-date with industry trends and best practices in customer service and experience.

🎓 Kualifikasi & Syarat

Bachelor's degree in Business Administration, Customer Service, or a related field.,Minimum of 5 years of experience in customer service, escalation management, or a similar role.,Proven track record of successfully resolving complex customer issues and escalations.,Strong analytical and problem-solving skills.,Excellent communication and interpersonal skills.,Proficiency in English, both written and spoken.,Familiarity with customer relationship management (CRM) systems and tools is a plus.

🛠️ Keahlian

Customer ServiceEscalation ManagementCustomer Relationship Management (CRM)Analytical SkillsProblem-SolvingCommunication Skills
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