Case Management Lead

3 days ago

Manila, National Capital Region, Philippines GCash Full time
Overview

Join to apply for the Case Management Lead role at GCash.

Responsibilities
  • Case Escalations Management: Act as the escalation point for high-priority or complex cases that require additional attention.
  • Ensure escalated cases are handled properly by the vendors swiftly and efficiently, minimizing customer dissatisfaction.
  • Work to prevent case escalations by identifying and addressing potential issues proactively.
  • Root Cause Analysis: Conduct root cause analysis for recurring or complex cases to identify systemic issues.
  • Work with Incidents and Problem Mgt Team to address underlying causes and develop solutions to prevent future cases.
  • Use case data and feedback to identify and propose process improvements.
  • Case Documentation and Reporting: Maintain accurate and detailed records of case activities, customer interactions, and resolution outcomes.
  • Track case metrics and prepare regular reports for stakeholders, highlighting trends, outcomes, and areas of improvement.
  • Continuous Improvement: Continually assess and improve case resolution processes to enhance efficiency and customer satisfaction.
  • Identify and implement best practices for case management, using lessons learned from past cases.
  • Mentor vendors teams to improve their case handling capabilities and performance.
  • Customer Feedback and Satisfaction: Monitor customer feedback to assess satisfaction with case resolution outcomes.
  • Take corrective actions when customer feedback indicates dissatisfaction with case handling.
  • Use feedback to refine case resolution strategies and improve customer service.
What You'll Need
  • Strong background in customer service, communication, and empathetic, people-focused, detail-oriented approach.
  • Passionate about delivering exceptional customer journeys.
What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country. Working with a dynamic and highly collaborative team who want to change the game. A company that values their people with a highly competitive and flexible compensation and benefits package.

Job Details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Other

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