The Service Recovery Agent is responsible for handling customer escalations, managing service recovery cases, and performing critical back‑office activities within the 24/7 Service Recovery Desk. This role serves as the primary operational point of contact for escalated customer matters, taking ownership of cases from initial receipt through to final resolution and closure.

The Agent acts as the operational owner of assigned cases, coordinating with internal departments to achieve timely and effective outcomes, maintaining accurate records of all customer interactions, and ensuring compliance with service level agreements, company policies, and customer experience standards.

Accountabilities

• Escalation Handling & Case Ownership
  • Receive and handle customer escalations from multiple channels including voice, email, chat, and internal referrals.
  • Take full ownership of assigned cases from receipt through to closure, ensuring ...