Welcome to the world of Nokia, where cutting-edge technology and innovation are at the heart of everything we do. As an Escalation Manager, you will play a crucial role in ensuring that our customers receive the best possible experience with our products and services. We are looking for a highly skilled and motivated individual who can effectively manage and resolve complex customer issues, while also maintaining strong relationships with internal teams. If you have a passion for problem-solving, excellent communication skills, and a background in technical support or customer service, we want to hear from you. Join our team and be a part of shaping the future of technology with Nokia.
- Manage and resolve escalated customer issues in a timely and efficient manner.
- Maintain a high level of professionalism and empathy while handling customer complaints.
- Collaborate with internal teams to identify root causes of customer escalations and provide recommendations for improvement.
- Act as a liaison between customers and internal teams, ensuring effective communication and resolution of issues.
- Develop and implement strategies to prevent future escalations and improve overall customer experience.
- Stay updated on the latest product and service offerings to provide accurate and helpful information to customers.
- Utilize various tools and resources to track, monitor, and report on customer escalations.
- Train and mentor team members on escalation handling processes and best practices.
- Analyze data and metrics to identify trends and patterns in customer escalations and provide insights for improvement.
- Continuously strive to improve processes and procedures to enhance the customer escalation resolution experience.
- Build and maintain strong relationships with key stakeholders, both internally and externally.
- Represent Nokia's values and brand image in all customer interactions.
- Adhere to all company policies and procedures, including privacy and security protocols.
- Provide exceptional customer service and ensure a positive customer experience at all times.
Strong Communication Skills: An Escalation Manager At Nokia Must Possess Excellent Verbal And Written Communication Skills To Effectively Communicate With Team Members, Customers, And Stakeholders In A Clear And Concise Manner.
Technical Background: As An Escalation Manager, One Must Have A Strong Technical Background With A Deep Understanding Of Nokia's Products And Services. This Will Enable Them To Analyze Technical Issues And Provide Effective Solutions.
Problem-Solving Abilities: This Role Requires An Individual Who Can Think Critically And Identify Problems Quickly. An Escalation Manager Must Be Able To Come Up With Creative And Effective Solutions To Resolve Complex Issues And Mitigate Customer Escalations.
Project Management Skills: The Escalation Manager Needs To Have Strong Project Management Skills To Oversee Multiple Escalations And Ensure That They Are Resolved In A Timely And Efficient Manner. They Must Also Be Able To Track Progress And Provide Regular Updates To Stakeholders.
Customer Focus: Nokia's Escalation Manager Must Have A Customer-Centric Mindset And Be Able To Handle Customer Escalations With Empathy And Professionalism. They Should Also Have A Strong Understanding Of Nokia's Customer Base And Be Able To Anticipate And Proactively Address Potential Issues.
Communication
Time Management
Negotiation
Crisis Management
Conflict Resolution
customer service
Critical Thinking
Team Leadership
Problem-Solving
Adaptability
Decision-Making
Prioritization
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Teamwork
Active Listening
Adaptability
Problem-Solving
Apply with Video Cover Letter Add a warm greeting to your application and stand out!
Nokia Corporation is a Finnish multinational telecommunications, information technology, and consumer electronics company, founded in 1865.
Get interviewed today!
JobzMall is the world‘ s largest video talent marketplace.It‘s ultrafast, fun, and human.
Get Started