Customer Service head | bgc, taguigEastvantage

Hiring, training, coaching, and leading Case Managers as they provide support for customers
Collaborating with other departments and vendors, ensuring proper flow of product and app knowledge, delivery of expected service standards, and next issue avoidance
Answering Case Manager's questions, guiding them through difficult cases, diffusing angry customers, or handling issues that cannot be fielded by Case Managers
Leading team meetings, asking questions to better understand the cases received, educating and coaching Case
Managers regarding processes and practices, and explain expectations to employees
Assisting the management team in identifying trends and establishing Case Management goals
Ensuring Case Mangers are achieving desired service levels and taking corrective action, as needed.
Preparing reports and analyzing Case Management data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Authorize vendor payments, transaction approvals, and refunds, following delegated authority granted.
Providing learning tools and conducting effective trainings to business partner's customer service training teams
Liaising with business partners and vendors, able to negotiate terms of service and ensure proper governance protocols are established, maintained and improved during the business relationship.
Taking on other tasks or projects to support employees, other teams, and the Case Management operations.