Case Management Specialist

Description:

As a Case Management Specialist, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. And due to continued growth, we’re looking for more talented game-changers to join our purpose, people as passionate about providing outstanding customer experiences as we are.

CAREER GROWTH AND PERSONAL DEVELOPMENT

This is a great opportunity to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

What You Will Do In This Role

As a Case Management Specialist, you’ll:
 

• Be responsible for receiving and resolving sensitive customer escalations and excel as the single point-of-contact for resolution.
• Troubleshooting and resolving customer satisfaction issues, while prioritizing critical tasks and communication deliverables
• Be available to answer inbound calls from the customer care team, customers, and retailers to provide guidance on policy and process, and act as a second-tier escalation team to resolve customer issues
• Focus on continuous improvement of Customer Experience. Assess and provide feedback related to unique situations for further internal review
• Deliver expert customer experiences…with a smile.
   

Your Qualifications

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Case Management Specialist role include:
 

• Minimum of 2-3 years of demonstrated experience in de-escalation, creative problem solving and Top Tier communication skills
• Proven leadership skills where taking ownership of exceptional customer experience and retention are the focus.
• Exceptional time management and analytical skills, and the ability to focus on critical issues.
• You have a proven ability to communicate in a clear and concise manner, while exercising a high level of patience, empathy, and positivity.
• You can prioritize efficiently, dealing with multiple issues simultaneously. This will require a strong attention to detail and the ability to grasp concepts quickly
• Proficiency in fast-paced multi-tasking