Escalation Specialist

Handle customer queries via phone, chat & email and drive each issue toward resolution in a manner that supports customer satisfaction & customer retention.

• Communicate effectively with international customers across different regions, ensuring professional and timely resolution of concerns.
• Ensure 2 hr. or less email/Fresh chat response rates.
• Work cross-functionally as needed to obtain resolution & customer satisfaction.
• Handle high-cost order queries separately and consider high-value, VIP customers.
• Report process issues, identify trends, and recommend improvements.
• Prepare data for most customer queries to develop and maintain FAQs.
• Act as the primary point of contact for internal teams regarding customized product feasibility and production-related queries.
• Review customer customization requests and provide guidance on product, design, printing, material, sizing, and production feasibility.
• Coordinate with Design, Production, and Product teams to determine whether customer requirements can be fulfilled within production capabilities.
• Recommend alternative solutions, materials, or design modifications when requested specifications are not feasible.
• Support resolution of production-related escalations impacting order processing, quality, or delivery timelines.
• Maintain and update internal documentation related to customization guidelines, production capabilities, and product limitations.
  
  

Skills

What we require (Desired Skills and abilities)

Proven experience effectively assisting customers in an international customer service or contact centre environment.

• Excellent verbal and written English communication skills with the ability to interact professionally with international customers.
• Strong knowledge of customized products, design processes, printing, and production workflows.
• Advanced conflict resolution capabilities.
• Must be detail-oriented, extremely organized, and possess strong communication, presentation, and excellent customer and internal relationship management skills.
• Strong analytical thinking and problem-solving skills.
• Ability to assess product, design, and production feasibility and provide clear recommendations.
• Fosters a positive team environment and collaboration within and across departments.
• Approachable, cooperative, professional, and a team player.
• Demonstrates an appropriate sense of urgency and adaptability in response to changing business needs.