Escalation Specialist Bosta

The Escalation Specialist serves as the main point of contact for complex or escalated shipping issues. This role focuses on investigating root causes, coordinating with cross-functional teams, and ensuring timely, effective resolutions. You will maintain high customer satisfaction, provide clear updates, and identify trends to drive continuous process improvements while supporting the customer service team in handling complex cases.

Job Responsibilities :

• Serve as the main point of contact for customers with complex or escalated shipping-related inquiries and complaints
• Investigate customer issues by gathering relevant information from internal systems, communicating with warehouse, logistics, and other teams
• Analyze the root cause of issues and determine appropriate solutions or courses of action
• Coordinate with cross-functional teams to ensure timely resolution of customer concerns
• Provide detailed status updates to customers throughout the escalation process
• Identify trends and patterns in escalated issues to recommend process improvements
• Maintain a high level of customer service and ensure positive customer outcomesCollaborate with the customer service team to provide training and guidance on handling complex situations