Escalation Manager

hace 1 mes


Barcelona, España Webhelp A tiempo completo

**Location**
- Barcelona, Spain**Language**
- English***

**Description**:
**Why join us**

Are you enthusiastic about creating memorable experiences? Then come join us at Webhelp and work with energetic people who strive to enjoy every day.

We are looking for** **Escalation Manager **to join our exciting projects, with leading brands from tech, finance, travel, fashion, healthcare, and many more industries.

**What we offer you**

You will be trained and constantly guided by your managers and your team. You will learn new processes, develop your language and communication skills, as well as work in a digital environment, with some of the most innovative technologies on the market.

What you will learn with us will make you a valuable member of our team or any other team.

Your benefits at Webhelp:

- Full-time contract, 39 hours/week: Rotative Weekend and rotative late shift finishing at 18h30 or 19h00
- Competitive salary and performance bonus
- Great office location in Barcelona
- Friends hunting (referral) bonus
- Full paid training about the company and the project you will be working on
- Career development program and specialized courses
- Opportunities for a career abroad through the Webhelp International Mobility Program

**What you’ll experience at Webhelp**

As an **Escalation Manager **in our team, you will:

- Manage customer escalations, triaging highly sensitive customer support issues being POC with engineers and customer contacts
- Facilitate creation of Escalation Root Cause Analysis(RCA) for any incoming customer escalations
- Track and provide updates on Customer Escalations
- Outreach customers to retrieve first hand feedback from customers regarding case resolution and overall experience
- Be part of the Daily P1 & High Risk Case Review Process for Vendors
- Weekend Overhead coverage

**We’ll be a great match if you**:

- Are native or proficient in English
- Have excellent organizational and time-management skills as well as communication and listening skills
- Are able to adapt to a fast paced, dynamic work environment
- Are proactive and well organized
- Share our values of commitment, unity, integrity, recognition, and WOW

**Don’t meet every single requirement?**

**Who we are**

Webhelp is a people-first company and a global leader in the BPO industry. With more than 100 nationalities, Webhelp Spain is one of the main multilingual centers of the Group. We focus on creating memorable customer experiences and developing business solutions adapted to each company. We enhance the value of the most innovative brands by combining intelligence and emotion to make business more human.

**If this sounds like you, join us at Webhelp**

**Webhelp is an equal-opportunity employer**

**RRQ23-005608-1-UNITED KINGDOM


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