Overview
Customer Escalations Specialist Jobs in Toronto – Ontario at TouchBistro
Title: Customer Escalations Specialist
Company: TouchBistro
Location: Toronto – Ontario
Category: Customer Service/HelpDesk, Management
We are seeking a highly motivated, detail-oriented individual to join the Touch Bistro Customer Success team as a Customer Escalations Specialist! In this role, you will manage the end-to-end experience of escalated and at-risk customers, ensuring seamless
communication
every step of the way. This position will play a crucial role in managing and resolving issues that have escalated beyond the initial support or resolution stages, and the primary focus of this role is to ensure that customer concerns are addressed promptly, efficiently, and to the satisfaction of all parties involved.
The Customer Escalations Specialist is also responsible for overseeing and managing projects related to
customer retention
, particularly focusing on resolving escalated issues that may impact
customer satisfaction
and loyalty. In this role, you will engage in cross-functional
collaboration
with
Senior Leadership
and key stakeholders to produce efficient and durable resolutions. The ideal candidate will possess excellent
communication skills
and a customer-first mindset, with a
proven track record
of success in escalation management.
Your Day-to-Day
Customer Relationship
Management and Issue Resolution:
Act as the point of contact for customer escalations from both internal and external channels (including
Senior Leadership
and Marketing), demonstrating a commitment to deploying efficient and durable solutions
Establish and maintain strong relationships with escalated customers, serving as a trusted advisor and point of contact overseeing the end-to-end escalation process
Communicate effectively with customers, providing regular touchpoints on progress and next steps throughout the process
Work closely with technical teams, product managers, and other departments to devise effective solutions for escalated issues and ensure that resolutions align with customer expectations Conduct thorough investigations into the root causes of escalated issues to prevent future occurrences and collaborate with teams to implement preventive measures and improvements.
Utilize data-driven insights to propose and implement targeted strategies for improving
customer retention
Cross-functional
Collaboration:
Collaborate with various internal departments, including customer support, product & development, and marketing to ensure coordinated and effective responses to escalated issues
Act as a conduit between the customer and internal teams, facilitating
communication
and understanding to drive resolution, providing
regular feedback
to
Senior Leadership
and internal teams on progress and resolution of customer escalations
Identify opportunities to enhance processes and prevent future escalations by analyzing patterns and trends in escalated issues
Proactively strategize and implement plans to reduce instances of customer escalations All About You
You have
3+ years of experience
customer relationship
management/escalations, preferably in SaaS and restaurant services
You have
a
proven track record
of success in a customer-facing role, preferably in escalation management
You have
excellent
communication
and interpersonal skills, with the ability to build and maintain strong client relationships
You are
a strong analytical and
problem-solving…
