Escalation Support Representative (Shift Work)

About the role

The Escalation Support Representative provides critical escalation handling for a major client, ensuring timely communication and issue resolution across multiple business entities.

Key responsibilities

• Act as the escalation point for customers, partners, and internal stakeholders.
• Prioritize support requirements and route cases to the appropriate resource level.
• Document escalations in a tracking log and ensure successful resolution.
• Coordinate communication during business continuity events to minimize impact.
• Engage IT and cross‑functional teams to resolve critical outages and communicate status.
• Analyze escalation data, identify trends, and present recommendations to senior leadership.
• Provide customers with resolutions that meet agreed KPIs and SLAs.
• Conduct root‑cause analysis for recurring issues.

Required profile

• At least 1 year of experience in customer service or support.
• Fluency in English.
• Previous logistics experience is a plus.
• Strong attention to detail and quality.
• Excellent verbal, written and interpersonal communication skills.