Job Description - Escalations Specialist - Sydney (03ZPI) Escalations Specialist - Sydney Australia Summary The Escalation Specialist will manage the escalated case process end to end, along with handling buyback/changeover cases. The main duties of this role will include pre-escalation review, preparing and presenting cases for escalation meeting and managing cases post escalation review. This role will also support the buybacks/change over process, managing cases through the buyback process. Responsibilities Manage the escalation process end to end, including dealing with CRC Executives and key stakeholders. Perform call backs to customers ensuring appropriate resolution of customer concerns and conduct research as appropriate. Acknowledge, research, document, involve appropriate parties, follow-up on, and handle all high-profile customer contacts or escalated cases via telephone or correspondence until their resolution, professionally and efficiently, in accordance with department standards. Take responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions or customer dissatisfaction. Manage the buyback/change over process, including dealing with all relevant stakeholders to ensure the process is managed effectively. Partner with management team on identifying Customer Relationship Service Representatives training needs as well as providing mentoring, coaching and job-related direction. Handle special projects or assignments as assigned by management. Meet or exceed all performance levels for productivity, dependability, accessibility, attendance/punctuality and call quality. Complete training courses as directed by Operations and/or Training. Understand, adhere to, and support all Percepta and JLR systems, initiatives, and policies and procedures. Provide feedback to management for the continued and improved performance of the department to foster positive results and growth. Work as a team player – assist other team members when in need of support. Other duties as assigned. Education High School Diploma required; Associate's or Bachelor's degree preferred. Experience Experience, appreciation and/or passion for automotive, luxury brands desired. 3 - 5 years of experience in a Contact Center, hospitality industry, or PR/Sales field. Knowledge of the automotive industry required. Skills High level of trust and integrity. High level of attention to detail. Strong verbal and written communication skills. Detailed listening skills. Strong customer service, interpersonal and relationship building skills. Time management and ability to prioritize projects and customer needs. Conflict resolution skills – listen to the customer. Exercise good service and business judgment with end goal of customer satisfaction. Excellent English language, oral and written, with grammatical knowledge and etiquette. Ability to sway the opinion of others through verbal and/or written correspondence. Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation. Use of technology for product resourcing to resolve customer issues. Knowledgeable in MS Office, Email, Texting and Chat. Ability to work through multiple computer screens. Ability to work calmly under pressure. Displays professionalism in demeanor, language and appearance. Other Must be able to interact with all internal and external departments and contacts. Must represent Percepta professionally with all customers and external organizations and contacts. #J-18808-Ljbffr