Bilingual Customer Escalations Specialist

Synopsis of the role:

We’re looking for an experienced Escalations Specialist to work with our team and ensure that excellent customer relations are maintained and that all escalated cases have a heightened level of attention and that resolutions are expedited. Your goal within the team is to ensure that new and ongoing customer complaints are handled effectively, promptly, documented and escalated appropriately, while keeping all responsible teams accountable for expedited action.

What you’ll do

• Develop and maintain in-depth knowledge and understanding of all policies within Equifax’s operations.

• Handle escalated customer phone calls as transferred by frontline phone agents.

• Handle escalated customer email cases.

• Effectively handle escalated responses to comments made by customers on CSAT surveys

• Respond to internal and external stakeholders on escalated cases from B2B customers.

• Update our case management system with all details.

• Maximize customer experience throughout the escalation journey. 

• Collaborate with peers and leaders and deliver on a program of root cause analysis to improve the customer experience across all facets of the business.

• Demonstrate capabilities in anticipating escalation issues, accepting and effectively resolving sensitive topics and handling difficult situations diplomatically.

• Follow up with other departments on outstanding cases and hold them accountable.

What experience you need 

• Must be fluent in French and English, written and spoken.

• Ability to work and prioritize in a high-pace, high-pressure environment to meet deadlines and deliver quality results.

• Track record of applying theoretical knowledge to daily tasks.

• Ability to make decisions within guidelines and policies and to solve problems that may arise.

What could set you apart

• Experience with Credit File contents and interpretation of information

• Ability to use foundational knowledge to come up with creative solutions that are aligned with Equifax’s Shared Values, to resolve customer issues.

• Proven ability to de-escalate a situation.

• Ability to turn a poor customer experience into a positive, exceptional experience. Bringing the “Wow” factor.

This is an existing position.

Primary Location:

Function:

Schedule: