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28 May 2020
Job ID: BK-217541
Complaint & Escalation Supervisor

JOB PURPOSE

The Complaint & Escalation Supervisor will provide assistance to other departments and directly to customers for assistance with issues outside of scope of usual business processes. This may include post-fulfilment calls (via transfers from frontline and tech support on escalated issues), voice messages, letters, outbound calls and e-mails from customers providing information, answers, assistance and resolution to complaints and general inquiries. The Complaint & Escalation Supervisor will also be responsible for working with appropriate parties in other departments (i.e. TLC, Sales Channels, etc.) to resolve issues as they arise. According to department needs, duties may include handling customer escalations, drafting internal or external communication pieces, researching the authenticity of service requests, checking the validity of police reports and other issues requiring research. Candidates must possess the ability to make sound business decisions that stay within the guidelines set by the company yet maximize customer satisfaction. Performance in this role is measured by individual and team objectives.

KEY ACCOUNTABILITIES

  • Promptly respond to escalated subscriber inquiries, compliments, or complaints directed to the Customer Satisfaction department.
  • Effectively communicate changes to Asurion policies and / or procedures in a timely fashion.
  • Resolve subscriber inquiries not resolved by or escalated beyond Customer Care.
  • Perform subscriber intervention and notification on all back-order status, back-order release, of mobile equipment and accessories.
  • Review and research service requests that require police reports or other types of validation.
  • Manage trouble tickets, where customer satisfaction intervention is necessary.
  • Work as liaison to other departments to identify subscriber service issues and to improve processes.
  • Perform outbound calling campaigns as assigned. Campaigns include, but are not limited to: Warehouse out of stock, Survey Call-backs, Backorder of inventory, back orders released, Purchase for Reimbursement, Exception handling, and Missed Shipments etc.
  • Work as the subscriber/customer advocate, demonstrating proficiency in all care functions, including escalated issues, complaint resolution, replacements, and account retention, modifications, and reimbursements.
  • Assist in developing tracking tools and progress reports within the customer satisfaction department.
  • Resolve highly complex escalated issues and re-sell the benefits of Asurion products and services (customer retention). Rebuild relationship, perform required research and follow-up with subscribers to provide resolution to subscribers and various carrier contacts.
  • Proactively communicate process improvement opportunities to reduce escalations and improve customer satisfaction.
  • Track customer concerns, trends, program issues, product and service related problems for analysis and make recommendations to Asurion management for program, product and service improvement.
  • Develop tracking tools and progress reports that can be used for trending and analysis of client relations and highly escalated customer issues.
  • Interface closely with Service Quality and Ops Managers to champion required projects/process to successful completion, to include weekly feedback of coaching opportunities, unprofessional call center complaints that are identified via complaints received.
  • Track client concerns, trends, program issues, product and service related problems for analysis and make recommendations to the client for program, product and service improvement.
  • Perform other duties and special projects as assigned including (but not limited to) preparation and delivery of team meetings and game films.

QUALIFICATIONS, EXPERIENCES, SKILLSETS AND PERSONAL COMPETENCIES

  •  College Degree or equivalent experience in the field
  • Previous experience handling customer complaints and escalations.
  • At least one year of experience in supervisor role.
  • Experienced in supporting day-to-day call centre operation at least a year.
  • Excellent verbal and written communications skills.
  • Ability to work independently, with strong analytical reasoning.
  • Internet savvy, strong knowledge of Microsoft Office product suite with particular emphasis on Microsoft Excel and Word.
  • Proven commitment to deliver exceptional customer service.
  • Proven ability to work well with external and internal customers, business experience heavily skewed in Care operations.
  • Good negotiation and account navigation skill sets.
  • Proven ability to analyse and recommend business actions.
  • Strong organizational, administrative, and time management skills.
  • Ability to foster teamwork, and partner across functional areas and within Care to deliver seamless service to customers.
  • Passion & ability to achieve goals, in a fast-paced, changing work environment.
  • Detail-oriented with exceptional email and telephone skills.
  • Ability to speak English and Thai. 
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Job Details:

Benefits:
  • Performance bonus
  • Medical insurance
  • Dental insurance
  • Life insurance

Asurion (Thailand) Limited
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