Responsibilities：
1、Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
2、Monitor the service event through completion for compliance.
3、Manage the service requests of customers through different access channels.
4、Reviews customer feedback related to customer entitlement & case management. Provide basic analysis of cases.
Education and Experience Required：
1、College degree or above.
2、To adequately perform the duties of the job individuals must possess a minimum of 6 months to 1 year general experience.
Knowledge and Skills：
1、Superior communication skills both written and verbal
2、Experience in customer facing role either remote or face to face
3、Understands internal processes and tools
4、Computer proficiency
5、Problem solving skills
6、Accuracy in data entry
7、Excellent fluency in language to be supported.
8、Familiarity with computer technology
9、Time management skills
10、Oversee compliance with operating procedures and standards
11、Desirable
12、Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems