-
Manage and resolve customer inquiries and complaints across email, chat, and voice channels, ensuring cases are handled completely and accurately from first contact to closure.
-
Investigate complex cases that require cross-referencing account data, transaction records, or platform activity to reach an accurate and well-reasoned resolution.
-
Coordinate with internal teams including Product, Risk, and Compliance when resolution requires cross-functional input or approval.
-
Maintain up-to-date, comprehensive knowledge of company products, platform features, policies, and applicable regulatory requirements.
-
Communicate clearly and professionally with customers and internal stakeholders throughout the case lifecycle.
-
Identify root causes of recurring issues and surface findings to team leads and QA to strengthen processes and prevent recurrence.
-
Document case details accurately in the CRM and contribute to knowledge base maintenance.
-
Meet individual KPIs including response time, resolution rate, quality scores, and customer satisfaction targets.
