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Customer Experience Crisis Manager

hace 1 semana

San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

**Company Overview**

Bosch Service Solutions provides Business Process Outsourcing for complex business processes and services.

Our team utilizes the latest technology and the Internet of Things to develop innovative solutions in Mobility, Monitoring, and Customer Experience.

We support over 9,000 associates at 27 locations who serve national and international customers in more than 35 languages.

**Job Details**

The Escalation Role is part of the collections team, focusing on account management, customer experience, SLA, and KPIs.

This role requires strategic thinking, strong leadership, and excellent communication skills to address customer challenges effectively.

The successful candidate will analyze escalation trends, report back to leadership, and provide recommendations to improve customer satisfaction.

**Required Skills**

- Strong analytical and problem-solving skills.

- Excellent communication and negotiation skills.

- Ability to work independently and as part of a team.

- Strong data analytics and report management skills.

- Knowledge of accounts receivable processes and escalation management.