Snr Associate - Escalations Specialist

Sutherland is seeking a motivated and passionate person to join us as an Escalations Specialist . We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! 

Candidates should possess the following qualifications and experience:

1.  Specialized Role Experience: Background as an Escalation Representative, Retention Specialist, Customer Care Tier 2/3, or SME.

2.  Financial Authority: Demonstrated experience issuing refunds, credits, waivers, or complex policy exceptions up to authorized thresholds without real-time supervisor sign-off.

3.  Language & Accent: High level of English proficiency (B2 equivalent) with neutral accent adaptability for North American clients.

4.  Emotional Resilience: Ability to modulate tone under pressure, maintaining composure and professionalism during high-conflict or abusive calls.

5.  De-escalation Frameworks: Expertise in using structured communication frameworks during aggressive customer interactions.

6.  Problem-Solving & System Navigation: Capability to look beyond emotional language to identify root causes, navigate multiple backend systems simultaneously, and deliver definitive resolutions.

7.  Boundary Setting: Ability to set firm, polite boundaries, control call duration, maintain high CSAT, and effectively handle demands for management escalations.

8.  Stamina & Efficiency: Proven ability to manage back-to-back difficult calls while maintaining low DSAT scores and minimal post-call processing delays.

Function: Customer Service
Experience Level: Not Applicable