Ticketing Case Management Executive
Job Summary
We are seeking a Ticketing & Case Management Executive to manage escalated cases and collaborate with AI agents in our careline operations. You will investigate complex service issues, ensure resolution within SLAs, and help optimize AI-driven support processes. This role focuses on digital ticket management and cross-functional collaboration rather than traditional phone support.
Responsibilities
- Manage and resolve customer cases via ticketing systems
- Handle escalations from AI support agents
- Collaborate cross-functionally to resolve loyalty and system issues
- Monitor AI performance and contribute to process improvement
- Prepare operational reports and maintain knowledge bases
Required Skills
- Diploma or Degree holder
- Strong communication and interpersonal skills
- Analytical and problem-solving abilities
- Critical thinking and follow-up skills
- Proficiency with digital and technology platforms
Job Details
Job Descriptions:
- Manage customer enquiries and cases through ticketing systems and digital support channels.
- Handle cases escalated from AI support agents that require human intervention.
- Investigate issues related to rewards redemption, campaign participation, loyalty accounts and system-related matters.
- Collaborate with Technology, CRM, Operations and Fulfilment teams to resolve customer cases.
- Ensure tickets are managed and resolved within service level agreements (SLAs).
- Monitor AI support performance and identify opportunities for improvement.
- Review AI-generated responses and recommend enhancements to improve customer experience.
- Support knowledge base management, FAQ updates and process documentation.
- Prepare operational reports and case resolution summaries.
- Participate in service improvement and automation initiatives.
- Inbound / outbound phone support is generally not required.
Requirements:
- Diploma or Degree in any discipline.
- Fresh graduates are encouraged to apply.
- Up to 2 years of working experience.
- Strong communication and interpersonal skills.
- Good analytical and problem-solving abilities.
- Strong critical thinking and follow up skills.
- Comfortable working with digital systems and technology platforms.
- Ability to learn quickly and adapt to new technologies.