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Escalation Associate - Remote

Posted 4 weeks ago
Customer Service
Full Time
Bulgaria

Overview

As an Escalation Associate at Tide, you will handle complex customer complaints and provide tailored solutions, working closely with the executive team to ensure customer satisfaction.

In Short

  • Handle complex customer cases escalated from other teams.
  • Communicate effectively with various departments to gather information.
  • Provide resolutions to customer issues via phone and other channels.
  • Manage escalations from the executive team.
  • Identify patterns in escalated cases for improvement.
  • Stay updated on product and process changes.
  • Provide regular feedback to management.
  • Assist with data reporting and performance tracking.

Requirements

  • Exceptional spoken and written English skills (C1;C2 level).
  • Experience in de-escalating difficult customer situations.
  • Innovative problem-solving skills.
  • At least 2 years of customer support experience.
  • Excellent organizational skills.

Benefits

  • 25 days paid annual leave.
  • 3 paid days off for volunteering or learning activities.
  • Extended maternity and paternity leave.
  • Personal learning and development budget.
  • Additional health and dental insurance.
  • Mental wellbeing platform access.
  • Fully covered Multisports card.
  • Food vouchers and office snacks.
  • Work from home equipment allowance.
  • Flexible working from home options.

Tide

Tide

Tide is a forward-thinking company dedicated to providing innovative financial solutions for small businesses and entrepreneurs. With a focus on simplifying banking and financial management, Tide aims to empower its users with tools that enhance productivity and streamline operations. The company values creativity, collaboration, and a customer-centric approach, making it a dynamic workplace for those passionate about transforming the financial landscape.

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