Escalation Associate (CX)

亮点 / Highlights:

1. Work on an international platform, engaging with a diverse customer and merchant base to broaden global perspectives.
2. Benefit from a comprehensive training system and clear career development pathways to accelerate personal growth.
3. Based in Dubai, enjoy competitive compensation, benefits, and a modern office environment.

岗位职责 / Duties: Handle complex and high-impact customer, rider, and merchant cases requiring investigation and coordination beyond frontline support. Own escalations through resolution, protect customer safety, and identify opportunities to improve the customer experience.

任职要求 / Requirements: Complex escalations: Investigate and resolve Tier 3 cases, repeat complaints, and issues unresolved through previous support interactions.

Sensitive complaints: Handle government complaints and escalations received through LinkedIn or CEO channels, coordinating with relevant internal teams and adhering to timelines.

Social media: Manage escalated social media complaints and in-app messages, ensuring timely follow-up and resolution.

App Store reviews: Monitor and analyze app reviews, investigate reported issues, and coordinate follow-up and responses according to company guidelines. Prepare weekly reports covering ratings, review volumes, complaint categories, recurring issues, and recommended actions.

Safety and high-risk cases: Prioritize incidents involving threats, harassment, food safety, or misuse of customer information, following the High-Risk SOP.

Merchant issues: Investigate complex merchant complaints and coordinate with responsible teams to reach a resolution.

Case ownership: Maintain accurate records, update trackers, follow up with stakeholders, and own assigned cases through closure.

CSAT and DSAT analysis: Analyze trends by LOB, vendor, FAQ, and contact reason to identify key satisfaction and dissatisfaction drivers.

Interaction audits: Review dissatisfied interactions to identify gaps in agent handling, processes, systems, or service delivery.

Continuous improvement: Recommend corrective actions, coordinate with Operations, Quality, Training, and business teams, and track the effectiveness of implemented changes.

Reporting and knowledge sharing: Share performance insights, recurring issues, case examples, and best practices through regular reports and frontline guidance.