Resolution Management Officer

Resolution Management Officer

Job Mandate

Primarily responsible in ensuring that resolutions provided by various Fulfillment Units are properly relayed and communicated to customers in a timely manner using any of the available channels (callout, email, and sms).

Carry out escalated cases and report any operational or customer issues to the Team Head with utmost urgency to ensure customer requests and problems are timely addressed.

KEY RESPONSIBILITIES

Fulfill assigned cases daily within work shift.

Promptly escalate issues such as system problems, incorrect resolution, etc.

to the immediate supervisor.

Submit required end-of-day productivity reports and other reports as may

be required in a timely and accurate manner.

Upkeep assigned workstation, office equipment, supplies, and tools.

Perform other duties/tasks that may be assigned from time to time.

KEY QUALIFICATIONS

Bachelor's Degree

With solid 3 years of banking or credit card customer service support

Adept to techniques and tools, Contact Center Management, and Microsoft Applications

With strong People Management, work and time management, oral and written communication skills

Excellent Problem Solving, Negotiation, and Decision-making skills