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.