Escalation Specialist - Government Project

About the Role

Join TDCX as an Escalation Specialist contributing to a government project where you will manage consumer and public complaints while collaborating with various stakeholders to resolve issues efficiently. This position offers a chance to grow your career by working with an award-winning global BPO company famed for delivering exceptional customer experience solutions across numerous industries.

Key Responsibilities

• Handle escalation cases and complaints from consumers and members of the public professionally.
• Coordinate with service providers and internal/external parties to ensure timely resolution of all feedback and cases according to service level agreements.
• Monitor case outcomes by following up with service providers and communicate resolution back to customers.
• Compile and submit reports highlighting trends and status updates related to escalations.
• Deliver outstanding customer service by adhering to established procedures to maintain high satisfaction levels.
• Perform additional tasks as assigned by management to support quality management system improvements and organizational goals.

Candidate Profile

• Minimum a Bachelor's degree in any discipline.
• Preferably 3 years of relevant work experience handling escalations or customer service in related fields.
• Strong time management capabilities with a proactive attitude to exceed expectations.
• Multitasking abilities with skill in analyzing customer-provided information to customize responses appropriately.
• Excellent communication skills focusing on active listening, empathy, and professional phone etiquette including tone, clarity, grammar, and articulation.
• Comfortable using multiple computer systems simultaneously and quick to learn new platforms.
• Fluent verbal and written English and proficiency in the supporting market's language are essential.

Additional Information

• Competitive compensation with attractive benefits and perks.
• Full medical, insurance, and social security coverage.
• Access to modern, world-class workplace environments.
• Engagement activities and employee recognition programs.
• Development opportunities through strong learning and mentoring initiatives.
• Supportive, positive workplace culture focused on enabling employee growth.
• Convenient location accessible via direct public transportation.
• Flexible working arrangements offered.
• Part of a respected global firm recognized with numerous industry awards.

About TDCX

Headquartered in Singapore, TDCX is a premier global Business Process Outsourcing (BPO) firm specializing in customer experience, sales, digital marketing, and content moderation. They serve diverse sectors including technology, fintech, e-commerce, gaming, media, and travel, operating over 20,000 employees in 37 locations worldwide, providing wide Asia, Europe, and US coverage.