At a Glance
- Tasks: Manage customer escalations and improve support processes for a leading consumer electronics brand.
- Company: Astro Technical Services, known for top-notch customer support.
- Benefits: Remote work, competitive salary, employee discounts, and generous holiday allowance.
- Other info: Fully remote role with opportunities for professional growth.
- Why this job: Join a dynamic team and make a real difference in customer experience.
- Qualifications: 3-5 years in customer service or technical support with strong analytical skills.
The predicted salary is between 30000 - 32000 £ per year.
Here at Astro Technical Services we have a reputation for delivering the highest levels of customer support both to external B2C customers and internally to our customers business groups B2B. Our client is one of the largest manufacturers of Consumer Electronics in the World and has product ranges across multiple areas including Business, Home and Gaming. We have worked with this client for over 6 years now providing outsourced support services and we have repeatedly delivered on their requests to improve the Customer Support experience for their customers.
The Ideal candidate will be analytical by nature and detail oriented and be able to communicate at all levels sharing findings and trends within data sets provided.
Detailed Job Description:*Scope of Work*
- Escalation Management: Design and implement efficient procedures for addressing customer escalations across products, software, and operations. Act as the primary liaison for critical escalations, ensuring rapid resolution in collaboration with cross-functional teams. Provide leadership and guidance to team members in conducting root cause analysis and implementing solutions.
- Stakeholder Engagement: Collaborate with internal teams, including Product Management, Engineering, and Operations, to address escalated concerns effectively. Assist in improving customer support resources, including updates to documentation and help center content to preempt recurring escalation issues. Present structured insights to stakeholders on emerging escalation trends and resolution activities.
- Reporting & Analytics: Develop and maintain detailed reports on escalated cases, including metrics such as resolution times, root causes, and patterns. Identify and recommend proactive strategies to minimize future escalations. Leverage analytical tools to assess and refine escalation processes and customer satisfaction.
- Training & Development: Coach team members on escalation protocols and advanced troubleshooting techniques. Contribute to the creation and delivery of training sessions and supporting material to enhance team knowledge and efficiency. Empower colleagues with tools and frameworks that improve customer resolution times and overall satisfaction.
- Process Optimization: Oversee ongoing process reviews to identify inefficiencies and implement improvements. Conduct root cause analyses that directly address systemic product and process issues. Collaborate with leadership to integrate feedback-driven refinements to customer care and escalation practices.
The CX Escalation Specialist is required to provide:
- Performance reports on escalated issues and corresponding solutions on a monthly and quarterly basis.
- Updated knowledge base content (e.g., FAQs) and aligned support documentation.
- Comprehensive training materials for internal and external teams.
- Data-driven recommendations to enhance resolution metrics and customer satisfaction.
Core Competencies:
- Demonstrates 3–5 years of experience in customer service, escalation management, or technical support.
- Proficiency in using customer support and analytical tools such as Zendesk, JIRA, Tableau, and Google Suite.
- Exceptional problem-solving capacity, with expertise in conducting root cause analysis.
- Strong written and verbal communication, particularly in conveying complex issues concisely to stakeholders.
- Proven ability to thrive in high-pressure environments, managing numerous escalations simultaneously.
Preferred Competencies:
- Knowledge of CX metrics, feedback loops, and customer sentiment analysis.
- Practical experience with Agile or Lean project methodologies.
- Proactive mindset with a proven track record of process enhancements and operational gains.
This role is a fully remote role and if required any equipment needed will be provided, a reliable and stable fibre internet connection is essential to this role.
Role Start date: ASAP
Hours of Work: 9am - 5pm 30 mins for lunch 37.5 hours a week, there may be the occasional out of hours call to be involved in due to our clients International Time difference.
Remuneration: 30k-32k dependant upon experience
Holiday: 28 days including Bank Holidays plus Some additional client provided long weekends
Pay: £30,000.00-£32,000.00 per year
Benefits: Employee discount, Sick pay, Work from home
Work Location: Remote
Customer Support Product Escalation Specialist in London employer: Astro Technical Services ltd
Astro Technical Services is an exceptional employer, renowned for its commitment to delivering top-tier customer support in the consumer electronics sector. With a fully remote work environment, employees enjoy flexibility and a strong work-life balance, alongside comprehensive training and development opportunities that empower them to excel in their roles. The company fosters a collaborative culture where analytical skills are valued, and team members are encouraged to contribute to process improvements, making it a rewarding place for those seeking meaningful employment.
Contact Details:
Astro Technical Services ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Product Escalation Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Astro Technical Services ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Astro Technical Services ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Product Escalation Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Astro Technical Services ltd:Your cover letter is your chance to shine! Tell us why you want to work at Astro Technical Services ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Astro Technical Services ltd!
How to prepare for a job interview at Astro Technical Services ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
