Hybrid Escalations Manager

at Expereo

• Job title: Escalations Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Manila, Philippines

About the role

• Escalations Manager managing high-priority customer cases for Expereo, the world's largest provider of internet connectivity solutions. Leading team efforts and ensuring effective resolutions in telecommunications.

Responsibilities

• Serve as the central point of contact for all high-priority and escalated cases.
• Manage end-to-end resolution process for escalated cases, ensuring timely and effective solutions.
• Analyze and prioritize escalation cases based on severity, impact, and customer needs.
• Collaborate with technical teams, suppliers, and vendors to drive efficient issue resolution.
• Challenge suppliers on SLAs, root cause quality, and resolution timelines when required.
• Maintain transparent communication with customers throughout the escalation process.
• Translate complex technical issues into clear and credible manners for customers.
• Keep customers informed of progress and expected resolution timelines.
• Address customer concerns empathetically and professionally, aiming to exceed expectations.
• Collaborate closely with technical teams to identify root causes of recurrent issues and implement preventive measures.
• Conduct thorough post-escalation reviews to identify areas for improvement and implement corrective actions.
• Continuously enhance the escalation management process to improve efficiency and customer experience.
• Implement tools, metrics, and reporting mechanisms to monitor and measure the effectiveness of the escalation process.
• Collaborate with various departments, including Service/Supplier Management, Infrastructure, and Engineering, to address systemic issues and enhance service quality.
• Ensure accurate and detailed documentation of escalated cases, actions taken, and resolutions achieved.
• Prepare regular reports and updates for management, highlighting key performance metrics and trends.

Requirements

• Bachelor's degree, Engineering, or a related field. Relevant work experience may substitute for formal education.
• Proven experience in telecommunications or a related technical support role, demonstrating effective escalation handling.
• Strong leadership and team management skills, with a proven ability to motivate and develop team members.
• Exceptional problem-solving and analytical skills, with keen attention to detail.
• Excellent communication skills, both written and verbal, with the ability to interact professionally with customers and internal stakeholders.
• Strong customer-centric approach with a focus on delivering exceptional service.
• Proficiency in telecommunications systems, network protocols, and equipment.
• Ability to excel in a fast-paced and dynamic environment, managing multiple priorities concurrently.

Benefits

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Work From Home
• Performance Bonus