Escalation Agent

Job Overview

We’re looking for a solution-focused Escalations Agent to manage complex or high-priority customer cases. You’ll be the go-to person for issues that require specialized attention, supporting our front-line Customer Service Consultants and ensuring every customer has a seamless experience.

In addition, you will help strengthen team capability by monitoring case handling trends, providing feedback and guidance to frontline consultants, and supporting the development of team skills and autonomy.

Job Highlights

• Paid Hours per Week: 40
• Schedule: Monday – Sunday, 9AM-6PM with 1 hour unpaid break | Australian Eastern Time
• Work Arrangement: Work from home
• Contract: Independent Contractor
• Side note: Since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

Independent Contractor Perks

• Health insurance in eligible locations
• Permanent work from home
• Immediate hiring

Responsibilities

• Handle escalated customer enquiries related to warranties, service, delivery, and claims
• Use Zendesk or similar CRM platforms to document and track cases accurately
• Collaborate with internal teams to resolve complex issues efficiently
• Provide guidance and support to front-line Customer Service Consultants
• Identify trends and propose process improvements for better customer experiences
• Ensure all interactions comply with consumer laws, data privacy, and company policies
• Monitor case handling trends and team performance to provide feedback, guidance, and coaching that helps develop consultant skills, confidence, and autonomy

Requirements

• 2+ years of customer service experience, ideally with escalations, warranties, claims, or retail support
• Experience using Zendesk or other CRM platforms
• Strong problem-solving skills and ability to handle high-pressure situations
• Excellent written and verbal communication skills
• High level of empathy, emotional intelligence, and conflict resolution ability • Proactive and collaborative mindset

Technical Requirements

• Dual monitor setup
• Reliable high-speed internet with backup power and equipment • Proficiency with Microsoft Office Suite

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.

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