Found Description
About the Role
The Customer Experience Management Team seeks a dedicated professional to handle escalations, root cause analysis, and process improvement to enhance our customer journeys.
Responsibilities
- Act as escalation point for high‑priority cases.
- Coordinate with vendors to resolve escalated cases efficiently.
- Identify and address potential issues to prevent escalations.
- Conduct root cause analysis for recurring or complex cases.
- Collaborate with Incident and Problem Management teams to implement solutions.
- Maintain accurate records and produce regular reports on case metrics.
- Continuously improve case resolution processes and implement best practices.
- Mentor vendor teams to improve case handling capabilities.
- Monitor customer feedback for satisfaction and take corrective actions.
Qualifications
Strong background in customer service and communication,...