Job Details: Job Title: Customer Service Representative - Escalations Specialist Job Type: Full time Permanent position Location: Prestons | Hybrid Model (3 days in office, 2 days WFH after 1 month and confidence) Start Date: ASAP | Also happy to wait for notice period. Job Responsibilities: Handle higher-level escalations and problematic customer issues, demonstrating strong problem-solving skills. Build and enhance technical knowledge to effectively address customer inquiries and challenges. Manage diverse tasks in a still-evolving team environment, adapting to changing responsibilities. Achieve targets, including a 48-hour response time for emails and resolution of urgent escalations within 24 hours. Demonstrate emotional intelligence in handling complaint inquiries, with a balance of 50% resolution and 50% escalation and investigation. Take ownership of workload, be accountable for meeting targets, and efficiently manage time. Job Requirements: Proven experience in customer service with a focus on escalations and problem resolution. Ability to adapt to a changing role and evolving team responsibilities / to take on other ad-hoc tasks that may be assigned to you by your manager. Strong communication and interpersonal skills for effective collaboration with team members and customers. Willingness to build technical knowledge through training and hands-on experience. Ability to work in a fast-paced environment, meeting targets and deadlines. High level data entry skills with high attention to detail. Must have a positive, can-do attitude and think outside the square.