Case Coordinator, Customer Care

Job description

Overview (Text Only)

Are you an experienced customer service professional looking to take the next step in your career? Whether your background is in a call centre, aviation, or hospitality, this is an opportunity to grow with a globally recognised brand.Foot Locker Asia Pacific is seeking a Case Coordinator to join our Customer Care team based in Singapore. In this role, you will support our outsourced call centre partner by managing and resolving escalated cases through proactive coaching and strategic guidance. You will also contribute to process improvement initiatives designed to enhance operational efficiency and elevate the customer experience.   
Responsibilities

·  Coach, support, and train mentors to improve handling time for escalated cases by optimising processes and strengthening team knowledge.
·  Monitor and enhance the quality of customer interactions by simplifying processes where possible.
·  Identify misconduct and manage escalated issues through relevant systems and tools.
·  Liaise with internal and external stakeholders to ensure clear communication and effective execution of processes and escalations.
·  Ensure all processes are kept up to date within the internal knowledge base and customer-facing communication templates.
·  Work with agents, teams, and customer feedback to review and optimise knowledge base content, online articles, and process documentation.
·  Manage high-level escalations and customer claims that fall outside standard service boundaries to ensure optimal resolution.
·  Support ad hoc duties as assigned by the manager.

 

 

Qualifications

·  Proven experience in customer service, ideally within a call centre or BPO environment.
·  Strong understanding of call centre operations, including relevant SLAs and KPIs.
·  Confident communication skills with the ability to coach outsourced vendors and collaborate cross-functionally.
·  Previous experience in process improvement or continuous improvement initiatives (highly regarded).
·  Ability to perform effectively in a fast‑paced environment and manage pressure confidently.

 

 

Benefits

·  Work for a globally reputable brand!
·  Hybrid work arrangement (3 days in the office) with on-site parking available
·  Access to professional development and career progression opportunities.