Job Description

The Day-To-Day Activities
Role Overview:
The Level 2 / Case Management Executive is responsible for managing complex customer cases and escalations that require in-depth investigation, cross-functional coordination, and high attention to detail. This role goes beyond frontline support by taking full ownership of customer issues from initiation to resolution, ensuring service recovery, timely communication, and root cause identification. Working closely with various internal departments such as Technical, Billing, and Network Operations, the Executive plays a key role in ensuring service standards are upheld and process gaps are identified and escalated appropriately. The ideal candidate possesses strong analytical thinking, professional communication skills, and a customer-first mindset, with the ability to remain composed and proactive in a fast-paced, rotational-shift environment.
Key Responsibilities:
Case Management & Investigation

• Handle and respond to customer enquiries with a focus on thorough investigation and resolution.
• Take ownership of customer cases from initiation to closure, ensuring all relevant details are captured and tracked.

Escalation Handling

• Manage escalated cases from Level 1 agents or directly from customers, ensuring resolution within defined timelines.
• Collaborate with internal departments (e.g., technical, billing, network) to resolve cross-functional issues.
• Ensure all escalations are handled professionally, in line with company guidelines and service standards.

Timely Resolution & Communication

• Ensure all issues are resolved within the specified SLA and communicated clearly to customers.
• Provide updates to customers on case progress, maintaining transparency and trust.
• Review outstanding issues proactively and ensure consistent follow-up until closure.

Cross-Functional Coordination

• Maintain consistent follow-up with internal stakeholders.
• Act as a liaison between departments to ensure smooth and efficient resolution of customer concerns.
• Escalate systemic issues or process gaps to management for further action.

Support & Mentorship

• Feedback and support other team members in handling difficult or unfamiliar cases.
• Share best practices and contribute to team knowledge base and training initiatives.

Reporting & Continuous Improvement

• Track and report on case trends, resolution times, and customer feedback.
• Identify opportunities for process improvement and contribute to service enhancement initiatives.

Ad-Hoc Tasks

• Perform additional tasks as assigned by management, including but not limited to:

o Participation in special projects or initiatives.
o Support for system testing, documentation, or process reviews.
o Assisting in internal audits or compliance checks.
o Preparing reports or presentations for management.
o Any other duties required to support team and business objectives.
About You
Qualifications & Experience:

• Minimum diploma, bachelor's degree professional degree or equivalent
• Min 3 years' experience in customer service or contact centre with at least 1 year working related experience in handling phone and non phone transaction i.e email, social media transactions.
• Relevant experience in handling complex enquiries/issues and conducting investigation/review into those to provide an accurate resolution
• Able to use Microsoft office and savvy with updates and progress of social media world
• Excellent business letter writing skills and strong spoken communication skills
• Able to work on rotation shifts (7days a week on business operations hours)
• Minimum typing speed of between 25-30 wpm and accuracy of above 90%

Key Competencies:

• Strong analytical and investigative skills; able to identify root causes and drive accurate resolutions
• Excellent written and verbal communication skills for handling escalations and cross-channel responses
• High attention to detail with a focus on thorough documentation and case tracking
• Strong ownership mindset; able to manage complex issues from initiation to closure
• Effective collaboration skills to engage internal stakeholders and resolve cross-functional issues
• Customer-focused with the ability to balance empathy and professionalism in high-pressure scenarios
• Proactive in identifying trends and contributing to process improvements and knowledge sharing
• Resilient and adaptable; able to multitask and remain composed in a fast-paced, rotational-shift environment

#H1-LF1
What's Next ?Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.

Skills Required