Case Management Lead

About the role

If you have a strong background in customer service, communication,t, and are empathetic, people-focused, detail-oriented, and passionate about delivering exceptional customer journeys, then the Customer Experience Management team may be for you! Act as the escalation point for high=priority or complex cases that requires additional attention.

What you'll do

• Act as the escalation point for high=priority or complex cases that requires additional attention
• Ensure escalated cases are handled properly by the vendors swiftly and efficiently minimizing customer dissatisfaction
• Work to prevent case escalations by identifying and addressing potential issues proactively
• Conduct root cause analysis for recurring or complex cases to identify systemic issues
• Work with Incidents and Problem Mgt Team to address the underlying causes of frequent problems and develop solutions to prevent future cases

What you need

• Customer service
• Escalation handling
• Root cause analysis
• Communication
• Any graduate