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AI Summary
The role involves managing complex customer escalations and acting as a primary liaison between customers, internal teams, and external carriers. You will also handle administrative tasks for B2B clients and contribute to the improvement of customer service procedures.
This is a remote position.
We are looking for an experienced Customer Service Escalation Specialist to handle complex customer issues that cannot be resolved by the first-level support team.
You will work directly with the Managing Director and act as an important link between customers, first-level support, carriers, warehouse teams, and other internal functions. In addition to resolving escalated cases, you will support administrative processes for B2B customers and contribute to improving customer service procedures.
Your Duties:
- Handle customer service escalations that cannot be resolved by first-level support.
- Investigate complex customer issues and ensure timely resolution.
- Communicate directly with customers and provide clear updates throughout the resolution process.
- Work with carriers on claims related to lost or damaged parcels.
- File and follow up on investigations for missing or unsuccessful deliveries.
- Coordinate with warehouse and first-level support teams to resolve customer issues.
- Support administrative tasks for B2B clients, including scheduling carrier pickups and following up on unsuccessful pickups.
- Prepare and manage export and shipping documentation.
- Act as the interface between customers and internal teams or external service providers.
- Advocate for customer needs when processes and procedures are being reviewed or improved.
- Identify recurring issues and contribute to improving customer service processes.
- Assist the Managing Director with relevant administrative tasks.
- Maintain accurate records and ensure cases are properly documented.
Requirements
- Minimum 3 years of relevant experience in customer service, customer support, or another customer-facing role.
- Proven experience handling complex customer issues or escalations.
- Fluent English, both written and spoken.
- Excellent written and verbal communication skills.
- Strong organizational and time-management skills.
- Ability to work effectively in a fast-paced environment.
- Strong problem-solving and customer-focused mindset.
- Willingness to work evening hours, approximately 2:00 PM–10:30 PM German time.
- Willingness to work on Georgian public holidays.
- Experience with Zendesk or another CRM/customer service platform is a plus.
- Ability to collaborate effectively with customers, carriers, warehouse teams, and internal departments.
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