IONOS · 15 hours ago
Operator, Contact Center Complaint Escalation (f/m/d)
Philadelphia
Full-time
Hybrid
Mid Level
3+ years expIONOS is the leading European provider of cloud infrastructure and hosting services, and they are seeking an Operator for their Contact Center Complaint Escalation team. This role involves managing escalated customer complaints, ensuring high levels of customer satisfaction, and collaborating with various departments to resolve complex issues.
Cloud ComputingE-CommerceInformation TechnologyInternetSEOSoftwareWeb Hosting
Responsibilities
Manage executive level escalations, as well as organic escalations within customer care, with a high level of customer satisfaction through email, phone, internal chat, and social media platforms
Adeptly apply professional communication skills, showing empathy when appropriate, and clearly communicating technical processes both verbally and in writing
De-escalate difficult customer situations via phone or email
Work jointly with other departments, management, and remote colleagues to develop and provide creative, effective solutions when resolving escalated customer issues
Employ active listening and thorough case research to make informed decisions
Learn and utilize necessary case management and web tools to complete tasks
Research and resolve advanced and back-end billing issues
Utilize knowledge of IONOS products and services, reasoning and compromise, for positive issue and/or conflict resolution
Analyze customer issues, as well as IONOS' products, policies and procedures to identify root causes for issues
Make analysis-based suggestions for product, policy, and procedure improvements as well as defect elimination
Address and resolve back-end issues including, but not limited to, chargeback disputes, collections discrepancies, bankruptcy filings, credit card de-authorization requests, wire payments, and creating billing process tickets
Maintain a positive image of IONOS' as a company and its' Customer Care organization by managing potentially difficult and evolving situations clearly, courteously and professionally
Balance multiple issues in a fast paced environment and manage changing priorities
Qualification
Required
High school diploma or equivalent
At least six months experience within the company and at least three years of customer service experience
Demonstrated strong spoken and written communication skills
Proficient in word processing, spreadsheet and presentation software. IONOS currently uses G-Suite (Docs, Sheets, Slides)
Experience working in a high volume setting while maintaining attention to detail
Prior experience providing customer service via telephone and email
Adept in customer service skills such as active listening, conflict management, de-escalation, professional speaking and writing
General understanding of web hosting, using online interfaces, email, service loss or server downtime, social media platforms, etc
Ability to learn and maintain intimate knowledge of IONOS' products and services
Experience in various Social Media platforms
Preferred
Prior experience in 'second level' or 'escalated' customer conflict resolution
Expertise in customer service processes and escalations
Experience in web hosting technologies, domains, networking, or server use/support
Prior experience utilizing creative writing in a professional setting
SAP experience
Company
IONOS
IONOS is Europe’s #1 digital partner for small and medium-sized businesses.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Conner Tranquill
Freelance Web Developer | IONOS Partner
Zach Watson
Cloud Partner Manager
Recent News
2024-04-07
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