Junior Case Manager
Case Manager who is experienced and problem solving oriented. This position is responsible for end-to-end management of customer complaints, with a special focus on VIP Guests and escalation cases. The ideal candidate must have strong communication skills, think analytically, and be able to coordinate with various parties across departments to achieve complete and satisfactory solutions.
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&aposs 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.
