Found Description
Role responsibilities Resolve complex and escalated (Level 2) customer and store inquiries across phone, email, chat, and social media channels for U.S. and Canadian operations. Handle high-impact and sensitive cases, including claims, refund requests, invoice-related inquiries, gift card issues. Provide dedicated support for stores and customers, ensuring accurate and brand-aligned communication. Ensure strict SLA compliance, including rapid response and timely resolution of escalated issues. Perform advanced troubleshooting and root cause analysis, leveraging systems and knowledge base content to resolve complex cases. Act as an escalation layer beyond L1, managing issues that require deeper analysis and decision-making. Collaborate with supervisors and managers to manage escalations and ensure proper case resolution; limited interaction with district managers. Support multi-channel operations, including: phone (Genesys), Social media (high-priority channel), case management systems ...