Escalations Specialist - Snr Associate

Take full end-to-end ownership of complex, unresolved customer issues, particularly for high-value transactions. Conduct independent research to ensure accurate customer resolutions and exercise high-level business acumen for decision-making. Apply structured de-escalation frameworks to manage high-friction interactions and maintain operational efficiency during difficult calls.

1 year of BPO/Customer Service experience handling escalations or customer retention. High level of English proficiency (B2 equivalent) with neutral accent adaptability. Must have a minimum of 3-4 CXC/GCE/City & Guilds subjects including English Language or a U.S. high school diploma.

Must have flexible availability to work any day and any assigned shift weekly, including weekends and public holidays. Must be able to train and/or work onsite at our Red Hills Road site.