Customer Satisfaction Specialist

15 hours ago

Sydney, New South Wales, Australia beBeeEscalation Full time $130,000 - $155,000

As a dedicated escalation professional, you will play a vital role in ensuring customer satisfaction and resolving complex issues.

The global data management industry is projected to reach $137.6 billion by 2026 (IDC), making it a rapidly growing field with numerous opportunities for advancement.

In this position, you will work closely with cross-functional teams, including engineering, services, sales, and product management, to deliver exceptional support to high-profile customers and partners.

Team Overview:

  • The Technical Services team has over 300 global members across multiple offices, operating on a 24x7x365 'follow-the-sun' support model with regional teams covering Americas, EMEA, and APAC regions.

Key Responsibilities:

  • Communicate effectively with customers in stressful situations, ensuring their voice is heard throughout the escalation process.
  • Utilize negotiation and objection handling skills to resolve conflicts and achieve mutually beneficial outcomes.
  • Work collaboratively with stakeholders to track escalation progress and provide timely updates.
  • Identify and record escalation trends to inform business decisions.

Success Metrics:

  • Build strong relationships with customers through effective communication and issue resolution.
  • Reduce the impact of escalated support cases by leveraging the Follow-the-Sun model and identifying areas for improvement.

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