Bilingual Customer Escalations Specialist

Responsibilities

• 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.

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Company Intel

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