Manage and coordinate complex customer cases escalated from the Front Office, ensuring end-to-end resolution
Monitor case progress and ensure timely closure in line with defined SLAs
Handle and oversee special request types such as contract withdrawals, suspensions, package changes, credit refunds and other commercial exception
Ensure accurate application and compliance with company policies, procedures, and operational guidelines
Coordinate with 3rd-level support teams for resolution of complex or technical issues
Collaborate closely with internal departments (Billing, IT, Provisioning, Treasury, Collections) to resolve cross-functional and pending issues
Act as a central liaison between Contact Center operations and other business units to ensure seamless case resolution
Ensure high-quality case handling and consistency in customer request management
Identify recurring issues and escalate insights to Customer Experience teams for process improvement initiatives
Lead, support, and develop the Back Office team while monitoring productivity, quality, and performance, and providing continuous feedback and coaching
Requirements
3+ years of experience in Customer Service, Contact Center, or Back Office Operations
Experience handling complex customer requests
Previous team coordination experience is considered a plus
Strong ability in managing complex customer cases
Solid understanding of customer service operations
Ability to coordinate multiple business functions effectively
High attention to detail and accuracy
Structured and analytical thinking
Customer Centric mindset
Benefits
A competitive fixed salary package aligned with your experience and expectations