Expert Case Resolutions Professional

2 weeks ago

Singapore beBeeAnalytical Full time
Resolution Specialist

We are seeking a skilled and detail-oriented Resolution Specialist to join our team in Singapore. As a key member of our team, you will be responsible for investigating customer complaints, conducting thorough analyses, and ensuring timely and fair resolutions.

About the Role
  • Investigate cases thoroughly, providing detailed information when requested, and conduct audits/investigations on the internal handling of the customer complaint journey.
  • Maintain up-to-date knowledge on various complaints received in APAC and understand how they are handled across the business.
  • Communicate and network with relevant product/operational teams to ensure a comprehensive understanding of cases and prompt assistance when needed.
  • Consistently handle cases within established service level agreements (SLAs) and regulatory deadlines.
  • Contribute positively to the team culture by enriching the team experience, assisting other colleagues, sharing decisions, and providing feedback when necessary.
Key ResponsibilitiesCase Investigation and Analysis

You will investigate customer complaints thoroughly, providing detailed information when requested. You will also conduct audits/investigations on the internal handling of the customer complaint journey.

Knowledge Management

You will maintain up-to-date knowledge on various complaints received in APAC and understand how they are handled across the business.

Communication and Networking

You will communicate and network with relevant product/operational teams to ensure a comprehensive understanding of cases and prompt assistance when needed.

Time Management and Teamwork

You will consistently handle cases within established service level agreements (SLAs) and regulatory deadlines. You will also contribute positively to the team culture by enriching the team experience, assisting other colleagues, sharing decisions, and providing feedback when necessary.

Requirements
  • A minimum of 3 years of experience in customer support/facing roles.
  • Great soft skills - concise communication, attentive listening, teamwork, problem-solving, impeccable verbal and written English skills.
  • Analytical and detail-oriented, able to notice patterns, trends, and draw meaningful conclusions from them.
  • Some knowledge of regulatory frameworks and willingness to learn.
  • Excellent time management and organizational skills, with ability to work independently once onboarded and established within the team.

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