Job Description: . Handling complicated customer cases, manager call-back or crisis cases reported to high level . Review and collect all necessary information, analyze and contact relevant departments to handle cases appropriately, and try to resolve it from end to end . Handling cases of customers and CS / between other departments . Provide effective solutions to avoid crisis and suggest improvements on processes . Synthesize and build framework of crisis to ensure frontline staff are able to handle crisis well . Maintain a balance between company policy and customer benefit in decision making Requirements: . Good problem-solving & possesses business acumen to detect problems that may lead to crisis . Willing to handle complicated cases and displays positivity in handling crisis . Customer oriented and is responsible in following up cases end to the end . Enthusiastic & ready to work on duty (outside of working hour) because crisis can occur at any time and need to be handled immediately
