Description and Requirements
Overview:
The CX Case Manager will be responsible for managing complex customer escalations, including legal threats, consumer council cases, and executive-level complaints for the Greater Asia Pacific region. Acts as the central point of coordination between internal teams, legal advisors, and stakeholders to ensure timely, fair, and compliant resolution.
Key Responsibilities:
- Handle high-priority escalations (e.g., legal, regulatory, and executive-level)
- Manage escalation from Indonesia market.
- Liaise with internal teams, legal counsel, compliance teams as needed
- Conduct thorough case reviews, and provide clear, documented root causes and outcomes
- Ensure adherence to company policies, legal standards, and service commitments
- Prepare reports and insights on escalation trends
Key Skills / Requirements:
- Bachelor's Degree or higher qualifications
- Proficient in both spoken and written English, Bahasa Indonesia
- Strong verbal / written communication and negotiation skills
- Background in escalation management & service recovery experiences, preferred
- High attention to detail
- Ability to manage multiple sensitive and complex cases
- Effectively collaborates across teams to resolve complex issues
- Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
- A high degree of integrity and professionalism with leadership traits
- Ability to work in a challenging environment with good initiative and able to work independently.
