Globe Telecom · 2 months ago
Case Management Lead
NCR - WGC
Full-time
Onsite
Senior LevelG-Xchange Inc. is at the forefront of the FinTech industry, aiming to create innovative financial solutions for Filipinos. The Case Management Lead will oversee case escalations, conduct root cause analyses, and ensure exceptional customer journeys by improving case resolution processes.
InternetMobileTelecommunications
Responsibilities
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
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
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
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
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
Qualification
Required
Strong background in customer service
Excellent communication skills
Empathetic and people-focused
Detail-oriented
Passionate about delivering exceptional customer journeys
Ability to act as the escalation point for high-priority or complex cases
Experience in conducting root cause analysis for recurring or complex cases
Ability to maintain accurate and detailed records of case activities
Experience in tracking case metrics and preparing reports for stakeholders
Ability to assess and improve case resolution processes
Experience in mentoring vendor teams to improve case handling capabilities
Ability to monitor customer feedback and take corrective actions
Benefits
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
Company
Globe Telecom
Globe Telecom is a provider of mobile telephony and broadband services.
Founded in 1935
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$314.79MKey Investors
Bank of the Philippine IslandsMetrobank
2024-12-02Post Ipo Debt· $51.08M
2023-09-25Post Ipo Debt· $263.71M
1975-08-11IPO
Leadership Team
Carl Raymond R. Cruz
President and CEO
Anton Reynaldo Bonifacio
Chief Artificial Intelligence Officer
Recent News
2026-01-03
Company data provided by crunchbase