- Work across internal functions to drive case awareness and resolution while managing customer communications directly
- Work with internal and external stakeholders to prioritize resolution within service levels.
- Data analysis to identify issues impacting customer experience and prioritizing fixes with cross functional teams.
- Improve processes by analysing escalated cases and working cross-functionally to reduce resolution time and improve experience.
- Perform Root Cause Analysis and communicate findings and recommendations broadly across the entire organisation.
- Being the voice of the customer and actively engaging with teams on user feedback.
- Work with our partners to provide real time feedback on escalated cases and ensure higher first time resolution.
- Improve processes by analyzing escalated cases and working cross-functionally to reduce resolution time and improve experience.
- Own and drive these initiatives end to end structure a problem statement, articulate its impact on customer experience and present effectively to decision-making groups
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