Customer Escalations Specialist

Sydney, AU

Job Description / Skills Required

Our Escalations Team is an independent risk operations function that handles merchant and customer resolutions, reconciliations and analysis – we are the problem solvers and protectors of Groupon's bottom line. Specifically we deal with merchant and consumer related troubleshooting, the resolution of post-feature structural issues and the proactive development of initiatives that reduce the risk of deal failure.

The Customer Escalations Specialist will work closely with multiple departments across Groupon, including Customer Support, Account Management and Sales as escalated cases of potential financial loss, reputational risk and customer dissatisfaction are routed to the Escalations team.

On a day-to-day basis you will be dealing with escalated issues with the aim of getting the best outcome for all parties involved. A key part of the role is to identify trends and make the right judgment calls in situations where there is no black and white. The role requires someone who can solve problems and use their initiative at all times as well as identify opportunities to improve existing processes.

Day to Day Responsibilities:

Responsibility for all merchant claims that cannot be resolved by Sales, Customer Support or Account Management, dealing with situations that may exceed certain revenue thresholds and/or involve legal or PR ramifications
Exercise independent judgement in order to resolve merchant issues, using data-driven research and analysis as well as core decision-making skills to protect the company against financial loss
Proactively seek ‘win-win-win’ outcomes for merchants, Groupon and customers
Negotiating with merchants in relation to contract disputes and legal settlements that affect the company’s bottom line
Review post feature changes to deals which have a potential negative impact on gross revenue and/or customer satisfaction
Ensure that all complex cases are resolved to a satisfactory level and in a timely manner
Execute and manage payment reconciliations and dispute handling
Be available to perform additional tasks set by the Manager on an ad hoc basis
The ideal candidate:

Comfortable making creative judgment calls and handling difficult conversations
Strong negotiation skills and problem solving skills whilst being driven to increase the department’s contribution to the bottom line
A demonstrated ability to analyse and interpret data into actionable recommendations
A positive attitude and a passion for delivering exemplary customer experience
A quick learner and the aptitude to understand complex systems and business processes
Driven, energetic, engaging and tenacious recent graduate from Marketing, Business or Commerce degree
Relevant experience in a similar position in customer services, dispute resolution or complaints handling is preferable but not essential (e-commerce, Internet, Online Payments highly desirable)
What you get in return

Experience working for one of the fastest growing e-commerce companies in the world with unparalleled career opportunities
Comprehensive induction to the business at our Sydney HQ and ongoing training
Work in our awesome break-out area, Free Groupon Credits and discounts on deals, Birthday Leave, Weekly Friday night drinks & awards, Charity & Community initiatives, Social Club and much, much more!

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.