Critical Incident Resolution Specialist

4 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $90,000 - $130,000
Key Role Overview

This pivotal role involves driving resolution, restoring trust and preventing future escalations. As a critical component of our customer-facing operations, you will lead timely and effective solutions for key customers.

Job Requirements:

We are seeking an accomplished Critical Escalation Manager to oversee critical situations from initiation to closure. This highly visible role demands exceptional communication skills and the ability to coordinate cross-functional teams to ensure seamless execution.

Responsibilities:

  • Lead the resolution of critical customer issues from start to finish
  • Facilitate collaboration between senior leadership, customers and delivery teams
  • Conduct in-depth reviews to identify root causes and areas for improvement

Process Enhancement & Risk Mitigation:

  • Develop and refine escalation management strategies
  • Implement proactive measures to reduce future escalations

Leadership & Cross-Functional Collaboration:

  • Influence alignment across business functions on resolution strategies

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