Escalations Representative Job at Collabera (Phoenix)

Airport Representative Team Leader

Our Customer Experience Airport Rep Team is an integral part of our business. Th...

Location

United Kingdom , Stansted

Salary:

30000.00 GBP / Year

TUI

Expiration Date

Until further notice

Requirements

Passionate about driving improved customer service and able to remain calm in high-pressure situations
experience in holding difficult conversations with customers and staff face-to-face
high standard of written and conversational communication with good attention to detail
ability to support a small team in resolving customer issues quickly and effectively
ability to make informed decisions and review/resolve simple escalated situations, often with tight deadlines
effective collaboration and networking skills
ability to work independently using your own initiative
confidence to escalate incidents where appropriate
ability to perform well in high pressure scenarios and multi-task
advocate for the wellbeing of customers and the team

Job Responsibility

Lead the shift, acting as the primary point of escalation and directing the team to where they are needed most
proactively attend to customers' needs and ensure the team is effectively managed in their day-to-day tasks
support the Customer Experience Airport Representatives and be a key contact for the Customer Operations Team, Ground Handling Agents, and Station Operations Coordinators at UK airports
solve issues on the spot, face-to-face, for customers on the day of travel, using pre-determined customer policies
work on a shift pattern basis (includes weekends, bank holidays, and nights) to support the wider Customer Operations Team
communicate incidents and customer trends daily to the Customer Operations Team and help the rep team find quick and efficient solutions
obtain and communicate data during daily operational disruptions
work at various UK airports as required, with pre-agreed petrol costs/expenses covered when not working at your pre-agreed base
always ensure the best possible level of customer care and service, balancing business and commercial needs
manage the team, keeping each staff member accountable for service delivered to customers

What we offer

Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
health and wellbeing support in five key areas – Financial, Health, Social, Community and Career
excellent rates with foreign exchange and discounts with retailers
discovery day – time to spend working at a local charity or community
pension scheme and life assurance

Fulltime

Senior Customer Support Advisor - Swedish Speaker

As a Senior 1st Line Customer Support Advisor, you’ll be one of the go-to people...

Location

Sweden , Stockholm

Salary:

Not provided

Quinyx

Expiration Date

Until further notice

Requirements

Native-level fluency in Swedish and English
Strong service mindset with an analytical approach
Proven success in a technical or SaaS support role
Confidence in handling both functional and technical questions
Clear and structured communication
A humble, people-focused attitude and willingness to share knowledge
Ability to coach others, manage escalations, and confidently represent Support in meetings

Job Responsibility

Providing first-line support to international customers via phone and email
Troubleshooting across scheduling, payroll logic, APIs, integrations, and AI-powered features
Handling trickier cases requiring deeper product knowledge
Acting as a point of escalation and supporting incident handling when needed
Coaching and supporting more junior advisors and helping onboard new hires
Representing Support in handover or escalation meetings
Taking ownership of specific improvement projects within Customer Support
Reporting and following up on defects, collaborating closely with R&D and Second Line

What we offer

Flexible work hours
Enhanced vacation allowance
Wellness benefits
Home office support
Professional development contributions
Virtual yoga classes
Annual ping-pong tournament
Gym membership contribution
Health insurance
Pension plan

Fulltime

Senior Customer Support Advisor - Danish Speaker

As a Senior 1st Line Customer Support Advisor, you’ll be one of the go-to people...

Location

Sweden; Denmark , Stockholm; Copenhagen

Salary:

Not provided

Quinyx

Expiration Date

Until further notice

Requirements

Native-level fluency in Danish and English
Proven success in a technical or SaaS support role
Confidence in handling both functional and technical questions
Clear and structured communication
A humble, people-focused attitude and willingness to share knowledge
Ability to coach others, manage escalations, and confidently represent Support in meetings

Job Responsibility

Providing first-line support to international customers via phone and email
Troubleshooting across scheduling, payroll logic, APIs, integrations, and AI-powered features
Handling trickier cases requiring deeper product knowledge
Acting as a point of escalation and supporting incident handling when needed
Coaching and supporting more junior advisors and helping onboard new hires
Representing Support in handover or escalation meetings
Taking ownership of specific improvement projects within Customer Support
Reporting and following up on defects, collaborating closely with R&D and Second Line

What we offer

Flexible work hours
Enhanced vacation allowance
Wellness benefits
Home office support
Professional development contributions
Virtual yoga classes
Gym membership contribution
Health insurance
Pension plan
On-market pay

Fulltime

Senior 1st Line Customer Support Advisor

As a Senior 1st Line Customer Support Advisor, you’ll be one of the go-to people...

Location

Sweden , Stockholm

Salary:

Not provided

Quinyx

Expiration Date

Until further notice

Requirements

Native-level fluency in Swedish and English
Strong service mindset with an analytical approach
Proven success in a technical or SaaS support role
Confidence in handling both functional and technical questions
Clear and structured communication
A humble, people-focused attitude and willingness to share knowledge
Ability to coach others, manage escalations, and confidently represent Support in meetings

Job Responsibility

Providing first-line support to international customers via phone and email
Troubleshooting across scheduling, payroll logic, APIs, integrations, and AI-powered features
Handling trickier cases requiring deeper product knowledge
Acting as a point of escalation and supporting incident handling when needed
Coaching and supporting more junior advisors and helping onboard new hires
Representing Support in handover or escalation meetings
Taking ownership of specific improvement projects within Customer Support
Reporting and following up on defects, collaborating closely with R&D and Second Line

What we offer

Flexible work hours
Enhanced vacation allowance
Wellness benefits
Home office support
Professional development contributions
Virtual yoga classes
Gym membership contribution
Health insurance
Pension plan

Fulltime

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