Escalation Manager, Europe & Africa
Miejsce pracy : Katowice
Your responsibilities
- Manage and resolve high-level escalation cases from start to finish, ensuring customer satisfaction and minimal disruption to their operations.
- Act as a liaison between customers and internal teams, coordinating with Sales, Product, and Implementation to resolve issues.
- Develop and implement processes and policies for effectively handling escalations.
- Monitor and analyze trends in customer issues to proactively identify areas for improvement and prevent future escalations.
- Communicate effectively with customers, provide regular updates and set realistic expectations for issue resolution.
- Maintain detailed records of escalations and their resolutions to contribute to the knowledge base and improve service quality.
- Train and mentor support staff, but also internal stake holders on escalation processes and best practices.
- Participate in cross-functional meetings to discuss and address product issues impacting customer satisfaction.
Our requirements
Minimum five (5) years’ experience working in an operational customer facing role, with a specific focus on operations within the hospitality industry.Working knowledge of hospitality technology products.Excellent problem-solving skills and the ability to make decisions under pressure.Strong communication and interpersonal skills, with the ability to manage sensitive and complex customer situations diplomatically.Experience working with cross-functional teams to resolve issues.Proven ability to manage high-stress situations effectively, with a track record of implementing solutions and managing customer expectations either remotely, field-based or in consulting environments.Proficiency in Microsoft Office Suite.Stakeholder Satisfaction : ≥ 90 % NPS from internal stakeholders after escalation survey conducted every six monthsOptional
Prior experience with a variety of hotel operational technology such as POS, PMS and Spa / Golf management systems.What we offer
Private medical care (Medicover) with dentists package for you and your familyGroup life insurance (UNUM) for you and your partnerMultisport card included in the WorkSmile packageDell laptop, keyboard, mouse, wireless headphones and monitor40h for development during work timeFree access to group language lessonsUdemy platformIn-house workshops, training sessions or meet-upsHybrid Work - 80% office attendanceWorksmile cafeteria and 500 (or 310 depending on your choice of other benefits) points per month to be used in vouchersReferral bonus if you refer a new employee (6500 PLN gross or more, depending on the position)Subsidy for the purchase of glasses (300 PLN / year)Shared underground parking (can be reserved - first come, first served)Chill room with table football & PlayStationFree snacks (every day)Team building eventsBenefits
sharing the costs of sports activitiesprivate medical caresharing the costs of foreign language classessharing the costs of professional training & courseslife insuranceremote work opportunitiesfruitsintegration eventsno dress codevideo games at workcoffee / teadrinksleisure zoneemployee referral programcharity initiativesJob Description
The Escalation Manager plays a critical role in our customer support structure, acting as a key point of contact for escalated issues; both from customers as from internal stakeholders. This individual is responsible for managing complex customer problems that require a higher level of attention, ensuring timely resolution and maintaining high customer satisfaction. The Escalation Manager will work closely with various teams, including Sales, Product, Development and Implementation to address and resolve customer concerns timely and effectively. This function will work closely with the regional Support Management.
How does the recruitment process look like?
Send us your resumeChoose a time that works for you for an HR Call (30 minutes)Final interview (up to 60 minutes)If it's a match - we will send you a job offer! ;)Shiji Poland
Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more.
Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets.
Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.
Please don’t forget to put the clauses you accept in your resume : I agree that my personal data will be processed by Shiji Poland Sp. z o. o. in order to recruit for the position I am applying for. I agree to the processing of my personal data by Shiji Poland . z o. o. for the needs of future recruitment.