Summary

A case manager is responsible for managing and resolving complex customer issues

that require a higher level of attention and expertise. The case manager will work

closely with the customer service and technical support front line to ensure customer

satisfaction and loyalty.

Job Description

Answer inbound call or chat within the service level requirement

Monitor and track escalated customer issues and ensure timely resolution and

communication.

Ensure callbacks are made real-time and as promised

Coordinate and collaborate with internal and external stakeholders to identify root

causes, action plans, and preventive measures.

Provide regular updates and feedback to senior management and customers on

the status and progress of escalated issues.

Analyze and report on escalation trends, patterns, and metrics.

Develop and implement best practices and processes for escalation

management.

Train and coach customer service and technical support staff on escalation

procedures and customer expectations.

Qualifications

At least 2 years of experience in customer service, technical support, or

escalation management.

At least B2 level in CEFR

Telecommunication background is a plus

Excellent communication skills. Can articulate and express thoughts clearly both

verbal and written communication.

Excellent problem-solving, and interpersonal skills.

Ability to work under pressure and handle multiple tasks and priorities.

Strong customer orientation and advocacy.

Knowledge of CRM, ticketing, and reporting tools.

Experience in working with cross-functional and global teams.