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SalaryJoin the Future of E-commerce Logistics!
Customer Support Escalation Specialist
Location: London, United Kingdom
Salary: £120.00 - £138 per day (£31,200 - £35,880 per year)
Are you ready to shape the future of e-commerce shipping? Do you dream of being at the forefront of a billion-dollar initiative? Here's your chance! Our client, a leading player in the industry, is seeking a dynamic and customer-focused individual to join their team as a Customer Support Escalation Specialist. This temporary role offers the exciting potential for extension or even a permanent position for the right candidate.
About the Role:
As a Customer Support Escalation Specialist, you will play a vital role in resolving customer issues and refining existing program processes within the e-commerce logistics sector. You'll need to be a proactive problem-solver, comfortable navigating ambiguity, and possess a keen eye for detail in a fast-paced environment.
Key Responsibilities:
- Serve as a subject matter expert in Customer Support escalation, swiftly resolving issues within service level agreements and driving continuous improvement.
- Take ownership of outbound communications for a specific cohort of non-account managed shippers, collaborating closely with internal stakeholders to ensure clarity and effectiveness.
- Identify process gaps and drive initiatives to enhance the customer experience, conducting regular audits to maintain quality assurance.
- Collaborate cross-functionally with various teams to influence change and improve overall performance, leveraging both qualitative and quantitative data.
Basic Qualifications:
- Proven track record of collaborating with cross-functional teams to drive growth and process improvement.
- Fluent in English and Italian.
- Experience in client-facing roles, preferably in sales or support.
- Strong attention to detail, with excellent proofreading and problem-solving skills.
Preferred Qualifications:
- Previous experience in e-commerce or logistics.
- Proficiency in MS Office Suite and project management tools such as Asana.
- Experience implementing scalable processes and driving automation.
- Intermediate-level Excel skills, including pivot tables, nested logical formulas, and data cleansing.
