remote
Digital Customer Engagement Manager - Escalations & Exceptions - SAP
Software Engineer
Lead digital customer engagement for escalated and exception cases, driving resolution and satisfaction through CRM tools, data insights, and cross‑functional collaboration.
About the role
Key Responsibilities
- Own the end‑to‑end resolution of escalated digital customer issues, ensuring timely and effective communication.
- Analyze exception data to identify root causes, recommend process improvements, and implement corrective actions.
- Collaborate with product, support, and engineering teams to prioritize and resolve high‑impact incidents.
- Maintain and enhance CRM dashboards, providing actionable insights to stakeholders.
- Develop and deliver training materials on escalation procedures and best practices.
Requirements
- Strong experience in digital customer engagement and escalation management.
- Proficiency with CRM platforms (e.g., Salesforce, ServiceNow) and data analytics tools.
- Excellent problem‑solving, communication, and stakeholder‑management skills.
- Ability to work independently and in a fast‑paced, cross‑functional environment.
Skills
communicationproblem solving