Company Description
TELUS Digital designs, builds, and delivers innovative solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to embrace next-generation digital technologies quickly. TELUS Digital’s integrated solutions span digital strategy, innovation, consulting and design, digital transformation, IT lifecycle solutions, and omnichannel CX solutions. Partnering with high growth industry verticals like tech and games, communications and media, ecommerce and fintech, healthcare, and travel and hospitality, TELUS Digital fuels all stages of growth for its clients.
Role Description
This is a full-time on-site role for an Escalation Specialist located in Taguig. The Escalation Specialist will handle escalated customer issues, managing the entire escalations process to ensure customer satisfaction. This role involves analyzing complex issues, providing exceptional customer support, and implementing effective solutions. Strong communication skills are essential to understand customer concerns and liaise with relevant teams to resolve issues.
Qualifications
- At least 1 year experience in being a tier 2 agent, SME, Supervisory, QA or any other related experience
- Proficiency in Escalations Management and Escalation processes
- Strong Analytical Skills for problem-solving and issue resolution
- Experience in Customer Support and exceptional Communication skills
- Excellent organizational and multitasking abilities
- Ability to work effectively in a team-oriented environment
- Previous experience in customer service operations is a plus
- Relevant educational background or certifications in related fields
Company Description
TELUS Digital designs, builds, and delivers innovative solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to embrace next-generation digital technologies quickly. TELUS Digital’s integrated solutions span digital strategy, innovation, consulting and design, digital transformation, IT lifecycle solutions, and omnichannel CX solutions. Partnering with high growth industry verticals like tech and games, communications and media, ecommerce and fintech, healthcare, and travel and hospitality, TELUS Digital fuels all stages of growth for its clients.
Role Description
This is a full-time on-site role for an Escalation Specialist located in Taguig. The Escalation Specialist will handle escalated customer issues, managing the entire escalations process to ensure customer satisfaction. This role involves analyzing complex issues, providing exceptional customer support, and implementing effective solutions. Strong communication skills are essential to understand customer concerns and liaise with relevant teams to resolve issues.
Qualifications
- At least 1 year experience in being a tier 2 agent, SME, Supervisory, QA or any other related experience
- Proficiency in Escalations Management and Escalation processes
- Strong Analytical Skills for problem-solving and issue resolution
- Experience in Customer Support and exceptional Communication skills
- Excellent organizational and multitasking abilities
- Ability to work effectively in a team-oriented environment
- Previous experience in customer service operations is a plus
- Relevant educational background or certifications in related fields