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.
QUALIFICATIONS, EXPERIENCES, SKILLSETS AND PERSONAL COMPETENCIES
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