Case Management Lead

Job description

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today! Who you’ll be working with: If you have a strong background in customer service, communication,t, and are empathetic, people-focused, detail-oriented, and passionate about delivering exceptional customer journeys, then the Customer Experience Management team may be for you! You’ll be responsible for the following: Case Escalations Management Act as the escalation point for high=priority or complex cases that requires 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 the underlying causes of frequent problems 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 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 highly competitive and flexible compensation and benefits package