Customer Escalation Specialist

• JOB CODE: FTCSR2 - 07082026 - AN

• 40 hours per week
• Time Zone: Doja Qatar Timezone

Key Responsibilities

• Provide advanced customer support via phone, email, and chat, resolving complex customer inquiries and service-related issues.
• Investigate, troubleshoot, and resolve escalated customer concerns while ensuring timely and effective solutions.
• Coordinate with internal departments, carriers, and third-party partners to resolve logistics, shipping, and service-related issues.
• Monitor customer cases through to resolution, providing proactive updates and maintaining a high level of customer satisfaction.
• Accurately document customer interactions, issue resolutions, and follow-up activities within CRM or customer support systems.
• Identify recurring issues and recommend process improvements to enhance the customer experience.
• Assist in mentoring or supporting Tier 0–1 representative by sharing knowledge and best practices when needed.
• Meet established service level agreements (SLAs), quality standards, and customer satisfaction targets.

Qualifications

• Previous experience in Customer Service, Tier 2 Support, Call Center, Client Support, or a similar customer-facing role is preferred.
• Fluent in English; proficiency in Spanish is a strong plus.
• Experience in the Logistics, Shipping, Freight Forwarding, or Supply Chain industry is highly preferred.
• Excellent verbal and written English communication skills with a neutral to minimal accent (North American or British accent preferred).
• Strong troubleshooting, problem-solving, and conflict resolution skills with the ability to handle escalated customer concerns.
• Comfortable supporting customers through phone, email, and live chat.
• Proficient in CRM systems, customer support platforms, and multitasking across multiple software applications.
• Highly organized with strong attention to detail and the ability to manage multiple customer cases simultaneously.
• Quick learner who can adapt to new systems, processes, and changing business needs.
• Positive, customer-focused mindset with a commitment to delivering exceptional customer experiences.
• Reliable, dependable, and interested in building a long-term career in customer support.