We are seeking experienced associates to handle incoming customer cases requiring immediate attention. This is a hands-on execution role where you will review, triage, and resolve complex or persistent unresolved cases by either responding directly to customers or routing cases to the appropriate teams. Associate will have to independently reach out to the subject matter experts to coordinate the resolution.
Key Responsibilities
1. Review Incoming Cases - Monitor and review open cases and complex customer inquiries as they are received in the queue
2. Triage and Route Cases - Assess case complexity and urgency, then route cases to the appropriate resolution teams or escalation paths when needed
3. Respond to Customers - Directly respond to customer inquiries with accurate resolutions, following established SOPs and case handling guidelines
4. Resolve Complex Cases - Handle escalated or complex cases that require additional research, judgment, or cross-functional coordination. Independently reach out to the SMEs to coordinate the resolution
5. Document Case Actions - Maintain accurate case notes, resolution details, and routing decisions for quality tracking and continuous improvement
6. Update and/or Improve SOPs based on cases handled, ensuring accuracy, clarity, and alignment with current best practices
Required Qualifications
• 4+ years customer service or case management experience
• Strong written communication skills for customer-facing responses
• Ability to quickly assess case complexity and make routing decisions
• Experience working in high-volume, fast-paced environments
• Attention to detail and commitment to quality outcomes
• Comfortable working independently with minimal supervision
Preferred Qualifications
• Experience with case management systems or ticketing platforms
• Background in operations or logistics environments
• Familiarity with SOP-driven resolution processes
• Problem-solving skills for non-standard cases
Basic Qualifications
- Bachelor's degree or equivalent work experience in Business, Operations, Logistics, Supply Chain or a related field
Preferred Qualifications
- Experience working with the MS Office suite (Word, Excel, Outlook) and/or SQL in a professional environment
- Speak, write, and read fluently in English
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