
Case Coordinator, Customer Care
2 days ago
Coaching, support and train the mentors to improve the handling time of escalated cases by further optimizing process and improving the overall knowledge of the team.
- Responsible for monitoring and improving the quality of the interactions as perceived by the customers by simplifying processes where possible.
- Identifying misconduct and managing escalated issues through system and tool.
- Liaising with external and internal stakeholders to ensure communication, processes and escalations are well executed.
- Responsible for ensuring that all processes are up to date in the internal knowledge base as well as in all customer facing pre-defined communication templates.
- Works with agents, teams and (customer) feedback to review and optimize the knowledge base and online articles and process documentation.
- Manages all high-level escalations and customer claims that are outside the normal service boundaries to ensure a correct and optimum resolution.
- Oversee payment disputes and investigation via various payment platforms.
- Drive and execute campaigns for customer facing and internal stakeholders.
- Planning of monthly and yearly expenses, execution of payments for vendors
- Supply chain liaison for cases and disputes
- Administrative work required for various projects.
- Ad hoc duties assigned by manager.
Qualifications:
- A keen influencer with a can do attitude, who is flexible and enjoys cross functional teamwork.
- Experienced in writing and creating process documentation that is both accurate as well as easy to comprehend.
- Experienced in knowledge monitoring and improvement methodologies.
- Diploma level or working experience.
- 1+ years' experience process or mentor role in (customer) service.
- Good understanding of contact center operations and KPIs.
- Proficient in Supply chain operation knowledge
- Able to operate in a fast paced, dynamic environment and able to work under pressure.
- Intermediate skills in Excel required.
- Excellent written and verbal English communication skills.
- Additional language proficiency will be an advantage.
- A team player with excellent interpersonal skills.
**Benefits**:
- Staff Discounts
- Hybrid work
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