Expert handling of Customer communication across all contact center channels.
Handles complex cases and upper management escalations (ExCom) and Supervisor Calls (Supp calls).
Expert handling of case escalations and complaints up to resolution.
Collect’s data and performs customer data analysis to recommend value – adding, differentiated solutions/services.
Provides customer insights from customer data collection and performs analysis of solutions, gaps, customer research and of competitor’s products and offerings.
Resolve’s incident and issue as it arises.
Escalates issues/concerns to the appropriate unit/squad of the company.
Prepares detailed assessment, Transaction Issue Cause Action Resolution needed (TICAR) endorsement and/or Facts of th...