Case Prevention Specialist Customer Service

Responsibilities:

* Monitor, handle and provide fast and clear solution for high priority case & customer complaint.

* Active coordination with another department in order to solving case & complaint.

* Taking decision for every high priority case & customer complaint.

* Lead and manage performance subordinate (Case Leader) .

Requirements:

* Bachelor's degree in a related field (Business Management, Communications, Customer Service, etc.).

* Minimum 3-5 years of experience in Customer Service, with a focus on handling complex complaints or VIP customers (Experience in the field of Complaint Management will be highly preferred).

* Proficient in verbal and written communication that is empathetic, persuasive and professional.

* Strong in analysis to identify the root of the problem and find innovative solutions.

* Experienced in negotiating and mediating conflicts for positive outcomes.

* Organized, able to manage multiple cases at once with attention to detail and deadlines.

* Able to work effectively in a team and build relationships between departments.

* Able to work under pressure, manage emotions, and stay calm.

* Highly committed to customer satisfaction and a strong desire to resolve problems.

* Proficient in using CRM systems (e.g., Zendesk) will be an added advantage.

* Willing to be full WFO and work with shifting schedules.