Executive Case Resolution Manager

Há 2 dias

São Paulo, São Paulo, Brasil beBeeCustomerResolution Tempo inteiro R$40.000 - R$60.000
Job Summary:

We are seeking a highly skilled professional to join our team in resolving complex customer complaints. As an Executive Escalation Specialist, you will be responsible for ensuring timely and professional resolution of escalated customer issues.

Key Responsibilities:
  • Respond to and resolve all complaint types, including regulatory and legal contacts.
  • Advocate for customer resolution and satisfaction, and tailor the outcome to each individual situation.
  • Decide the outcome of complex issues, considering their impact on customer retention, potential loss or savings, and reputational damage.
  • Use a 360-degree approach to identify problems and issues, taking a global perspective in the resolution process.
  • Provide feedback to stakeholders regarding necessary changes and updates, including policies, upgrades, and customer care issues.
  • Ensure that functional and team interests are prioritized in identifying issues, escalating where appropriate, and finding solutions.
  • Proactively engage with customers to help resolve issues by making outbound calls.
  • Strive for first-touch resolution and take ownership of cases from start to finish, involving other departments as needed to ensure a customer-centric resolution.
  • Be a mentor to your peers within your team.
  • Strive to achieve/exceed organizational goals/KPIs.
Required Skills and Qualifications:
  • 5+ years of customer service experience.
  • Minimum of 3 years of PayPal experience (removed).
  • At least 1 year of experience handling cases in dispute resolution and/or fraud.
  • Strong working knowledge of systems and tools.
  • High level of professionalism due to interactions with regulators, litigation, and upper management.
  • Resourceful, relationship-focused with a high level of business acumen.
  • Comfortable giving and receiving peer feedback with the ability to mentor team members.
  • Comfortable dealing with ambiguity.
  • Ability to work independently with little guidance, self-sufficient.
  • Identify trends within the team and comfortable with root cause analysis techniques.
  • High school diploma / leaving cert or regional equivalent minimum requirement.
  • Further education in relevant skillset preferred.

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