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). He/She is also expected to handle 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.

Duties and Responsibilities

• Fulfill assigned cases daily within work shift (7.5 hours)
• Immediately elevate issues such as system problems, incorrect resolution, etc. to Head or 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, office supplies and tools
• Perform other duties/tasks that may be assigned from time to time

Qualifications