Case Specialist
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Job Location:
Monthly Salary:
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Case Specialist
Based in Bangalore India
Whats the job
This role manages escalated customer complaints for Indian customers ensuring timely empathetic and effective resolution. It collaborates closely with stakeholders such as the Nodal Officer Principal Officer Legal and Global Case Specialist teams to address customer concerns in line with Payoneer Indias policies and standards.
Key responsibilities:
- Case Handling: Serve as the primary point of contact for all Major India-related customer complaint to efficiently handle and resolve customer cases ensuring high customer satisfaction.
- Communication: Provide timely and accurate updates to customers on the status of their cases maintaining transparency and effective communication.
- Collaboration: Work closely with the local and global team to ensure consistency in case handling and adherence to company policies and procedures.
- Escalation Management: Proactively identify and escalate complex cases to the team manager providing clear insights and progress updates. Continuously identify areas for improvement in the complaint handling process and implement changes to enhance customer experience.
Were looking for:
- Highly motivated self-starter with the ability to learn quickly and thrive in a fast-paced environment
- Strong service-oriented mindset with a solid understanding of client service and operations
- Passionate accountable professional with excellent interpersonal and influencing skills both internally and externally
- Collaborative team player who actively supports colleagues while demonstrating a strong work ethic
- Highly organized with strong attention to detail multitasking ability and sound analytical and presentation skills
- Ability to work independently on complex and sensitive customer complaints demonstrating strong problem-solving and stakeholder-management capabilities
- Familiarity with RBI complaint-handling standards and the ability to assess complaint materiality
Qualifications:
- Bachelors degree or higher
- Minimum of 6 years of professional experience including at least 2 years in customer experiencerelated roles
- At least 3 years of experience working in a multinational (MNC) environment
- Prior experience in fintech payments or e-commerce is a strong advantage
Required Experience:
IC
Key Skills
- Project Portfolio Management
- Motivational Interviewing
- HIPAA
- Computer Skills
- Intake Experience
- Lean Six Sigma
- Conflict Management
- Case Management
- Team Management
- Program Development
- Social Work
- Addiction Counseling
About Company
In today’s borderless digital world, Payoneer enables millions of businesses and professionals from more than 200 countries and territories to connect with each other and grow globally through our cross-border payments platform. With Payoneer’s fast, flexible, secure and low-cost solu ... View more
