Escalation Support Representative (Duty Manager) – Shift Work

About the role

The Escalation Support Representative (Duty Manager) provides professional communication and issue resolution for a major client’s escalations, handling multiple tasks efficiently and maintaining accurate records.

Key responsibilities

• Act as an escalation point for customers, partners, and internal stakeholders across multiple business entities.
• Assess support requirements, prioritize cases, and ensure they are handled at the appropriate resource level.
• Capture escalations in a tracking log, fully document them, and ensure successful resolution.
• Coordinate and communicate during business continuity events to minimize impact and restore operations.
• Engage IT and cross‑functional resources to resolve critical application, network, or tool outages and provide status updates.
• Review escalation data, identify trends, and present observations and recommendations to senior leadership.
• Provide customers with resolutions in line with agreed KPIs and SLAs.
• Conduct root‑cause analysis for escalated issues.

Required profile

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