Client Escalation Specialist

Melita Honey is a New Zealand honey company specializing in premium Mānuka honey and other bee products. With decades of industry experience, we are committed to quality, responsible production, strong customer relationships, and delivering products our customers can trust.

We are seeking a Client Escalation Specialist to support complex customer inquiries, resolve escalated concerns, and help maintain a positive and professional customer experience.

About the Role

The Client Escalation Specialist will manage priority customer cases that require additional attention, sound judgment, and effective problem solving. You will communicate directly with customers, identify appropriate solutions, maintain accurate records, and collaborate with internal teams to ensure concerns are resolved efficiently.

This position is ideal for someone who communicates confidently, remains professional in challenging situations, and takes ownership of customer concerns from initial contact through resolution.

Responsibilities

• Manage and resolve escalated customer inquiries and service concerns.
• Communicate professionally with customers to understand issues and provide appropriate solutions.
• De escalate sensitive situations while maintaining a positive customer experience.
• Coordinate with internal teams to resolve complex or high priority cases.
• Maintain accurate customer records and case documentation.
• Identify recurring customer concerns and communicate relevant trends to management.
• Follow company procedures, service standards, and confidentiality requirements.

Qualifications

• Previous experience in customer service, client support, account management, or a related role.
• Experience handling escalated or complex customer situations.
• Strong written and verbal communication skills.
• Excellent problem solving, organization, and attention to detail.
• Ability to communicate professionally and calmly in challenging situations.
• Comfortable working with CRM, ticketing, or customer support systems.
• High school diploma or equivalent required.

Benefits

• Health and wellness benefits
• Paid time off
• Retirement benefits
• Professional development opportunities
• Employee support and development programs

Equal Opportunity

Melita Honey is committed to providing equal employment opportunities. We welcome qualified applicants from diverse backgrounds and make employment decisions based on qualifications, experience, and business needs.