Tier III - Escalation Specialist

The ICQA team is seeking an excellent individual who is interested in becoming an Escalation Specialist. The Escalation Specialist reports into the local ICQA organization and is a key link between Fulfillment Centers (FCs) and Customer Service. He/She analyzes and solves operation issues that may impact customers and acts on customer issues to resolve them and prevent further defects. Escalation Specialists hold responsibilities specific to the different Fulfillment Center areas to connect them for quick problem resolution. He/She will have the drive to develop him/herself and enhance existing skills and knowledge to meet targets and productivity expectations in line with company goals.

Location
ARE, Abu Dhabi

Role
Tier III - Escalation Specialist role in ICQA

Responsibilities

• Act as the link between Customer Service and the ICQA and Operations team
• Contribute to solving operation issues to avoid impact on customers and prevent future reoccurrence
• Support Customer Service requests related to stuck shipments, customer complaints, catalogue errors, and process issues
• Perform concession research, analysis, and escalations
• Conduct special research and deep dives, identify trends, and generate reports that drive actions
• Support other Escalation Specialists as required
• Assist in ensuring successful area performance by analysis and reporting on business performance
• Research free replacements daily and provide detailed analysis of the errors
• Apply company policies and guidelines related to the Escalation Specialist role and general processes
• Support and work in the department as required
• Fully understand workflow and daily production goals