The Escalation Manager plays a critical role in our customer support structure, acting as a key point of contact for escalated issues; both from customers as from internal stakeholders. This individual is responsible for managing complex customer problems that require a higher level of attention, ensuring timely resolution and maintaining high customer satisfaction. The Escalation Manager will work closely with various teams, including Sales, Product, Development and Implementation to address and resolve customer concerns timely and effectively. This function will work closely with the regional Support Management.
What You’ll Do:
- Manage and resolve high-level escalation cases from start to finish, ensuring customer satisfaction and minimal disruption to their operations.
- Act as a liaison between customers and internal teams, coordinating with Sales, Product, and Implementation to resolve issues.
- Develop and implement processes and policies for effectively handling escalations.
- Monitor and analyze trends in customer issues to proactively identify areas for improvement and prevent future escalations.
- Communicate effectively with customers, provide regular updates and set realistic expectations for issue resolution.
- Maintain detailed records of escalations and their resolutions to contribute to the knowledge base and improve service quality.
- Train and mentor support staff, but also internal stake holders on escalation processes and best practices.
- Participate in cross-functional meetings to discuss and address product issues impacting customer satisfaction.
Minimum Qualifications (knowledge, skills, and abilities):
- Minimum five (5) years’ experience working in an operational customer facing role, with a specific focus on operations within the hospitality industry.
- Working knowledge of hospitality technology products.
- Excellent problem-solving skills and the ability to make decisions under pressure.
- Strong communication and interpersonal skills, with the ability to manage sensitive and complex customer situations diplomatically.
- Experience working with cross-functional teams to resolve issues.
- Proven ability to manage high-stress situations effectively, with a track record of implementing solutions and managing customer expectations either remotely, field-based or in consulting environments.
- Proficiency in Microsoft Office Suite.
Succes Indicators:
- Stakeholder Satisfaction: ≥ 90 % NPS from internal stakeholders after escalation survey conducted every six months
Preferred Qualifications/Nice to Have:
- Prior experience with a variety of hotel operational technology such as POS, PMS and Spa/Golf management systems.
What benefits do we offer?
Health & Safety
- Private medical care (Medicover) with dentists package for you and your family
- Group life insurance (UNUM) for you and your partner
- Multisport card included in the WorkSmile package
Working conditions & Development
- Dell laptop, keyboard, mouse, wireless headphones and monitor
- 40h for development during work time
- Free access to group language lessons
- Udemy platform
- In-house workshops, training sessions or meet-ups
- Hybrid Work - 80% office attendance
Extras you may like
- Worksmile cafeteria and 500 (or 310 depending on your choice of other benefits) points per month to be used in vouchers
- Referral bonus if you refer a new employee (6500 PLN gross or more, depending on the position)
- Subsidy for the purchase of glasses (300 PLN/year)
- Shared underground parking (can be reserved - first come, first served)
- Chill room with table football & PlayStation
- Free snacks (every day)
- Team building events
How does the recruitment process look like?
- Send us your resume
- Choose a time that works for you for an HR Call (30 minutes)
- Final interview (up to 60 minutes)
- If it's a match - we will send you a job offer! ;)
Get in touch with us today!
You can apply by sending your CV by Apply Now
Please don’t forget to put the clauses you accept in your resume:
I agree that my personal data will be processed by Shiji Poland Sp. z o. o. in order to recruit for the position I am applying for.
I agree to the processing of my personal data by Shiji Poland Sp. z o. o. for the needs of future recruitment.
We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.
