Case Coordinator, Customer Care

Overview (Text Only)Our global house-of-brands inspires and empowers youth culture. Relentlessly committed to fuel a shared passion for self-expression, we create unrivaled experiences at the heart of the sport and sneaker communities through the power of our people. If you want to be a part of something bigger than you can imagine, you’ve come to the right place. To learn more about the incredible impact we’re making on both our local and global communities, Click Here! This position is responsible for positively impacting the first call resolution of the customer service team. Managing the percentage of cases that get escalated as well as the turn around and effort it requires to get 2nd and 3rd level escalations resolved. Main responsibilities are process control and improvement, communication between external and internal stakeholders, and being responsible for the satisfactory handling of cases that are considered out of standard support boundaries. Candidate is required to have strong command of language as he/she needs to draft formal replies to various external & internal parties.


Coaching, supporting, and training the mentors to improve the handling time of escalated cases by further optimizing process and improving the overall knowledge of the team

Responsible for monitoring and improving the quality of the interactions as perceived by the customers by simplifying processes where possible.

Identifying misconduct and managing escalated issues through system and tool.

Liaising with external and internal stakeholders to ensure communication, processes and escalations are well executed.

Responsible for ensuring that all processes are up to date in the internal knowledge base as well as in all customer facing pre-defined communication templates.

Works with agents, teams and (customer) feedback to review and optimize the knowledge base and online articles and process documentation.

Manages all high level escalations and customer claims that are outside the normal service boundaries to ensure a correct and optimum resolution.

Ad hoc duties assigned by manager


A keen influencer with a can do attitude, who is flexible and enjoys cross functional teamwork.

Experienced in writing and creating process documentation that is both accurate as well as easy to comprehend.

Experienced in knowledge monitoring and improvement methodologies.

Bachelor degree or relevant working experience.

3+ years' experience or mentor role in (customer) service.

Good understanding of contact center operations and KPIs.

Able to operate in a fast paced, dynamic environment and able to work under pressure.

Proven experience in staff coaching and development.

Excellent written and verbal English communication skills.

Proficient in Excel

A team player with excellent interpersonal skills.

Job Type
Full Time
9 days ago

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