Executive Escalation Officers

Responsible for handling and resolving customer complaints and issues to ensure customer satisfaction and retention. This role involves direct interaction with customers to understand their concerns, investigate issues, and provide effective solutions. The Customer Recovery Agent plays a crucial role in rebuilding trust and loyalty with customers by delivering excellent service and ensuring that their problems are addressed promptly and professionally.

• Handle customer complaints and inquiries in a timely and professional manner.
• Listen to customers’ concerns, empathize with their situations, and gather relevant information to understand the issue fully.

• Investigate customer issues thoroughly to identify the root cause and determine appropriate solutions.
• Work with other departments to resolve issues and ensure customer satisfaction.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the outcome.

• Maintain accurate records of customer interactions, complaints, and resolutions in the customer service management system.
• Prepare regular reports on the status of customer complaints and the effectiveness of resolutions.

• Follow company policies and procedures for handling customer complaints and escalations.
• Ensure compliance with regulatory requirements and industry standards in all customer interactions.

• Provide feedback to the Customer Recovery Team Lead and other relevant departments on recurring issues and potential areas for improvement.
• Participate in training sessions and team meetings to stay updated on best practices and new procedures.

• Meet or exceed performance targets for response time, resolution time, and customer satisfaction.
• Continuously improve personal performance by seeking feedback and participating in professional development opportunities.