Responsible
for validating customer entitlement, log case for the purpose of routing or
dispatching an end-user to the proper resources.
Monitor the
service event through completion for compliance.
Manage the
service requests of customers through different access channels.
Reviews
customer feedback related to customer entitlement & case management.
Provide
basic analysis of cases.
Qualifications
Education
and Experience Required:
High school
education or equivalent.
To
adequately perform the duties of the job individuals must possess a minimum of
6 months to 1 year general experience, or equivalent college level education.
Knowledge and Skills:
Superior
communication skills both written and verbal
Experience
in customer facing role either remote or face to face
Understands
internal processes and tools
Computer
proficiency
Problem
solving skills
Accuracy in
data entry
Excellent
fluency in language to be supported.
Experience
in a phone based remote role
Familiarity
with computer technology
Time
management skills
Oversee
compliance with operating procedures and standards
Desirable:
Knowledgeable
in call routing and case management processes as well as case logging systems
and obligation systems
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