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,...