APAC Escalation Coordinator

Empowering People in Service Organizations

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.

Job Description

As an APAC Escalation Manager, you will be responsible for Case Escalation Requests and Account Escalations from beginning to end and coordinating the relevant responses and resources required to ensure escalations are prioritized appropriately by all teams concerned. As part of the Global Escalation Team, you will be working on ongoing efforts to reduce backlog of escalations and initiatives to prevent escalations in the future.

Responsibilities:

• Manage escalation requests from receipt until closure.
• Validate the escalation to ensure it is appropriate & reasonable - respond to clients directly when this is not the case.
• Work with the relevant Customer Support Managers to resolve the escalation and follow-up through to closure.
• Where escalation progress is not as expected, work with Managers / Team Leaders to deliver updates and ensure our obligations are met.
• Work with Escalation Team to proactively review and suggest ways for either reducing or preventing escalations.
• Help to define and manage the Case Escalation process.
• Report on escalation trends, volumes and outcomes.
• Able to have a clear understanding of the root cause from the customer issues
• Cooperating with different department in order to get the right resources for a project
• Negotiating a clear exit/success criteria with the customer, before proposing the action plan
• Creating an action plan where tasks are prioritized based on urgency but also availability of resources
• Driving implementation of solutions within expected timeframes by providing motivation and direction.
• Completing own role largely independently within defined policies and procedures.
• Cooperating with several Unit4 departments globally in order to solve complex issues.
• Measuring customer expectations for realistic timelines.
• Directing the customer to standard procedures after the exit/success criteria is met.

Qualifications

• Demonstrated ability to handle sensitive customer/partner interactions diplomatically.
• Fluency in English, both written and verbal.
• Experience in managing escalations.
• Exceptional communication and interpersonal skills.
• Ability to manage your own time to prioritize workload and meet deadlines.
• Strong problem-solving abilities, with a focus on finding practical solutions.
• Ability to work effectively under pressure and within tight deadlines.
• Excellent organizational skills and attention to detail.
• Global or international business experience is a plus.
• Approval from line manager based on performance.

Why Join Unit4?

• a culture built on trust - giving you the freedom and autonomy to be successful;
• balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being;
• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry;
• a commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet;
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.

This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries though – we'll handle it according to local privacy laws and keep your info safe.

Our commitment to you

Unit4 is committed to ensuring equal opportunity for everyone. Together, we continue to build an inclusive culture that encourages and celebrates the diversity of our employees, where they all are seen as a real value to the company. We guarantee a fair consideration for employment, without discrimination. Thats why we make our hiring decisions solid based on merit, qualifications and current business needs. We invite you to be a part of this diversity and join our community!