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Job Post Details

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Escalation Manager - job post

Quanteq Solutions
Johannesburg, Gauteng•Remote
Up to R22 000 a month - Full-time

Full job description

About us:

Quanteq Solutions is known as a renowned BPO possessing good experience in the industry by offering a quality-focused Inbound and Outbound solution, providing exceptional services and unparalleled customer satisfaction. As part of our dedication to delivering excellence, we are seeking a skilled Customer Disputes Team Leader to join our dynamic team.

Responsibilities

1. Address any issues or delays in the dispatch process promptly and effectively.

2. Collaborate with customer service and sales teams to provide updates on order statuses and resolve any customer inquiries or concerns.

3. Implement and adhere to company policies and procedures related to dispatch operations.

4. Ability to take right decision on the spot to resolve customer disputes

5. Serve as the primary point of contact for customers involved in disputes, providing clear and timely communication regarding the status of their case and any necessary actions.

6. Work closely with various internal departments, including customer service, sales, and finance, to gather relevant information and resolve disputes in a timely manner.

7. Analyze customer dispute data to identify trends, recurring issues, and opportunities for process improvement.

Skills

1. Excellent verbal and written communication in English, Expert in handling escalations

2. Good decision maker and team handling experience

3. 3-6 years’ experience as a Senior Customer support or Team Leader is required

4. Ability to work in early morning/mid night

5. Ability to work for 6 days

6. Experience in B2C escalation handling experience is required

Job Type: Full-time

Pay: Up to R22 000,00 per month

Application Question(s):

  • What is your current in-hand salary? (Mandatory to provide the Answer)
  • Do you have your own Laptop/Desktop along with WFH setup? (Mandatory to provide the Answer)
  • What is your notice period in days? (Mandatory to provide the Answer)
  • Are you comfortable with Australian Shift? (Mandatory to provide the Answer)
  • Are you comfortable with 6 days working? (Mandatory to provide the Answer)
  • How many years of voice support experience do you have? (Mandatory to provide the Answer)
  • What is your Age? (Mandatory to provide the Answer)
  • What is your total experience in Customer support Team handling? (Mandatory to provide the Answer)
  • What is your total experience as a customer support team leader? (Mandatory to provide the Answer)
  • What is your Current location? please mention city name. (Mandatory to provide the Answer)

Work Location: Remote

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