Talent Acquisition Associate

Dublin
Permanent
Full-time

14 days ago
Apply easily

The RolePE Global are recruiting for an Escalations Associate for our US Multinational accommodation service client based in Dublin CC. This is an initial 6-month contract. ** Fully remote role**As a member of the Escalations team, you will be responsible for handling and stewarding the resolution for Community issues raised directly to the CEO and other Executive Team Members. This critical, high visibility role requires taking a consultative, personalized and anticipatory approach to forging and maintaining executive relationships while balancing a community first mindset. Taking ownership of all assigned cases, ensuring a fair and reasonable final resolution is reached, fostering the relationship with our users along the way.Job Responsibilities

Handle highly sensitive and confidential cases involving e-Staff and other key stakeholders, along with around the clock execution meeting expected SLAs.
Deliver a superior community experience for all executive cases, including, but not limited to, collaborating with other teams, navigating ambiguous situations and breaking down silos to resolve issues in a timely manner.
Handle NPS service recovery cases where the initial user experience has been poor and ensure you can rescue the detractor before the case becomes an Executive Escalation
Meet performance expectations regularly and own time management efficiently to deal with different type of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholders managements, etc),
Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
Effective communication in the context of stakeholder’s management as well as external customers.
Support the Escalations Coordinators in providing input for Shared Services to ensure service integrity and continuous improvement.

Education and Experience

3+ years’ experience in high-touch CS role required
Excellent time management, negotiation and conflict resolution skills.
Excellent listening skills and attention to detail, with demonstrated ability to draw out key information to assess user needs and resolve problems.
Display resilience in a high impact dynamic environment.
Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner.
Demonstrated ability to develop and maintain effective relationships with internal/external customers at all levels
Calm and Empathetic – you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
Able to handle sensitive casing by taking difficult decisions and thinking out of the box while being mindful of overall impacts on the brand.

Interested candidates should submit an updated CV.Please click the link below to apply, or alternatively send an up-to-date CV to

PE Global