Job Description

Responsible for overseeing end-to-end customer issue resolution within SLA targets, coordinating with cross‑functional teams to ensure effective outcomes and a positive customer experience.

Responsibilities

• Manage and resolve customer inquiries and complaints across multiple channels (calls, emails, chat, ticketing systems).
• Ensure issues are addressed promptly to minimize disruption and maintain customer satisfaction.
• Provide clear, accurate, and timely updates to customers on case progress.
• Escalate complex or unresolved issues to the appropriate teams when required.
• Track and manage assigned cases in line with defined SLA response and resolution timelines.
• Follow up proactively on pending cases to avoid SLA breaches.
• Highlight risks or delays early and work with relevant teams to close gaps.
• Maintain accurate case records and documentation.
• Support ...