[Remote] Junior Paralegal / Jnr Escalations specialist
Note: The job is a remote job and is open to candidates in USA. Emmington is an international portfolio of companies focused on improving customer acquisition and driving sustainable growth. They are seeking a proactive Junior Paralegal/ Jnr Escalations specialist to handle customer feedback and resolve concerns effectively in a fully remote role.
Responsibilities
- Review and monitor customer reviews on a daily basis
- Investigate and respond to negative reviews in a timely and professional manner
- Contact customers via phone and email to resolve complaints
- De-escalate tense or sensitive situations with confidence and empathy
- Guide customers towards a resolution by following company policy
- Stand firm where necessary while maintaining professionalism
- Escalate matters internally when appropriate
- Ensure resolutions align with company policies and legal standards
Skills
- Relevant qualification and de-escalation background
- Understanding of service agreements
- Excellent written and verbal communication skills
- Confident, friendly, and professional phone manner
- Extroverted and comfortable engaging directly with customers
- Ability to think critically and respond under pressure
- Strong conflict resolution and de-escalation skills
- Highly organised and able to manage daily review volumes
- Debt collection experience preferable
Company Overview