Escalation Manager - Europe & Africa

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June 26

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Shiji Group

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Hospitality • SaaS • Entertainment

Shiji Group is a global company that specializes in providing integrated technological solutions for the hospitality industry. Founded in 1998, Shiji Group aims to enhance the digital guest experience by offering a network of hospitality systems. With over 5,000 employees across 80+ global offices, Shiji serves a wide range of clients including hotels, restaurants, retail outlets, and entertainment businesses. The company offers a suite of products such as Property Management Systems, Point of Sale solutions, Guest Feedback Management, and Hotel Distribution tools. These solutions are designed to provide ease of use, security, and modern connectivity, enabling businesses to deliver exceptional service to their guests.

1001 - 5000 employees

Founded 1998

☁️ SaaS

📋 Description

• The Escalation Manager plays a critical role in our customer support structure, acting as a key point of contact for escalated issues. • Responsible for managing complex customer problems that require a higher level of attention, ensuring timely resolution and maintaining high customer satisfaction. • Work closely with various teams, including Sales, Product, Development and Implementation to address and resolve customer concerns timely and effectively. • Manage and resolve high-level escalation cases from start to finish, ensuring customer satisfaction and minimal disruption to their operations. • Act as a liaison between customers and internal teams, coordinating with Sales, Product, and Implementation to resolve issues. • Develop and implement processes and policies for effectively handling escalations. • Monitor and analyze trends in customer issues to proactively identify areas for improvement and prevent future escalations. • Communicate effectively with customers, provide regular updates and set realistic expectations for issue resolution. • Maintain detailed records of escalations and their resolutions to contribute to the knowledge base and improve service quality. • Train and mentor support staff, but also internal stakeholders on escalation processes and best practices.

🎯 Requirements

• Minimum five (5) years’ experience working in an operational customer facing role, with a specific focus on operations within the hospitality industry. • Working knowledge of hospitality technology products. • Excellent problem-solving skills and the ability to make decisions under pressure. • Strong communication and interpersonal skills, with the ability to manage sensitive and complex customer situations diplomatically. • Experience working with cross-functional teams to resolve issues. • Proven ability to manage high-stress situations effectively, with a track record of implementing solutions and managing customer expectations either remotely, field-based or in consulting environments. • Proficiency in Microsoft Office Suite.

🏖️ Benefits

• Private medical care (Medicover) with dentists package for you and your family • Group life insurance (UNUM) for you and your partner • Multisport card included in the WorkSmile package • Dell laptop, keyboard, mouse, wireless headphones and monitor • 40h for development during work time • Free access to group language lessons • Udemy platform • In-house workshops, training sessions or meet-ups • 80% office attendance • Referral bonus if you refer a new employee (6500 PLN gross or more, depending on the position) • Subsidy for the purchase of glasses (300 PLN/year) • Shared underground parking (can be reserved - first come, first served) • Chill room with table football & PlayStation • Free snacks (every day) • Team building events