Escalations Specialist

Greetings from Response Informatics!!

We are currently hiring a Customer Escalation & SLA Manager for an exciting client engagement.

Role:
Customer Escalation & SLA Manager

Location:
Edinburgh, UK(Hybrid)

Position: FTC

Duration: 3 to 12 Months

Languages :
English with French, German, or Spanish. (Any 1 language in addition to English)

Overview

We are seeking a proactive and detail-oriented Customer Escalation & SLA Manager to oversee the management of customer escalations, monitor support ticket queues, and ensure adherence to service level agreements (SLAs). This role is critical in maintaining high levels of customer satisfaction, driving timely resolution of issues, and continuously improving support processes.

Key Responsibilities

Escalation Management

• Own and manage customer escalations end-to-end, ensuring timely resolution and effective communication.

• Act as the primary point of contact for high-priority or sensitive customer issues.
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