Case Escalation Manager

Unit4 Logo

Unit4

πŸ“Remote - Poland

Summary

Join Unit4, a leading provider of enterprise applications, as a Case Escalation Manager! Manage escalation requests from start to finish, ensuring appropriate prioritization and resource allocation. Collaborate with Customer Support Managers and Team Leaders to resolve escalations and meet obligations. Proactively identify ways to reduce and prevent future escalations. Help define and manage the Case Escalation process and report on trends and outcomes. This work-from-anywhere role is based in Poland. Unit4 offers an attractive salary, unlimited vacation, and opportunities for professional growth.

Requirements

  • Demonstrated ability to handle sensitive customer/partner interactions diplomatically
  • Fluency in English, both written and verbal
  • Experience in managing escalations
  • Exceptional communication and interpersonal skills
  • Ability to manage your own time to prioritize workload and meet deadlines
  • Strong problem-solving abilities, with a focus on finding practical solutions
  • Ability to work effectively under pressure and within tight deadlines
  • Excellent organizational skills and attention to detail
  • Approval from line manager based on performance

Responsibilities

  • Manage escalation requests from receipt until closure
  • Validate the escalation to ensure it is appropriate & reasonable - respond to clients directly when this is not the case
  • Work with the relevant Customer Support Managers to resolve the escalation and follow-up through to closure
  • Where escalation progress is not as expected, work with Managers / Team Leaders to deliver updates and ensure our obligations are met
  • Work with Escalation Team to proactively review and suggest ways for either reducing or preventing escalations
  • Help to define and manage the Case Escalation process
  • Report on escalation trends, volumes and outcomes

Preferred Qualifications

Global or international business experience is a plus

Benefits

  • A chance to participate in the development of a leading global software firm
  • You will have the opportunity to work within an organization, that gives you the freedom and autonomy to be successful
  • An attractive salary while working in a challenging international environment with enthusiastic colleagues who like to learn from each other
  • At Unit4 we invest in your personal and professional growth
  • We don't focus on how many days you work, we trust you on delivering results - thus, we have an unlimited vacation policy
  • In addition, you can continue to grow your career into other positions and for example, handle the cloud environments for our customers based on Azure infrastructure

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