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Escalation Handling Manager- Females Only

1 month ago

Dubai, United Arab Emirates CROSSBORDER VISA SERVICE Full time

**Key Responsibilities**:

- Manage and lead the resolution process for escalated immigration cases, ensuring prompt and effective outcomes while maintaining compliance with immigration laws and regulations.
- Serve as the primary point of contact for complex customer issues, coordinating with internal teams (e.g., legal, operations, customer support) to resolve cases efficiently.
- Analyze the root cause of escalations and work proactively with relevant teams to implement solutions and process improvements to prevent future issues.
- Develop and maintain escalation management processes, guidelines, and documentation to ensure consistency and compliance in handling immigration cases.
- Communicate with clients, stakeholders, and external partners to provide status updates and resolution plans for escalated cases.
- Provide training and guidance to customer support and case management teams on best practices for escalation handling and immigration policies.
- Monitor and report on key performance metrics related to escalation handling, customer satisfaction, and resolution times.
- Stay up-to-date with changes in immigration laws, regulations, and policies and ensure that all escalated cases are handled in accordance with the latest guidelines.

**Qualifications**:

- 1+ years of experience in immigration services, with at least 1 years in an escalation handling or management role.
- Strong understanding of immigration laws, regulations, and procedures.
- Excellent communication, negotiation, and conflict resolution skills.
- Demonstrated ability to manage high-pressure situations and make critical decisions.
- Experience with customer relationship management (CRM) software and case management tools.
- Strong analytical skills and a data-driven approach to problem-solving.
- Ability to work independently and as part of a collaborative team environment.

Pay: AED3,000.00 - AED4,500.00 per month