Job Overview

The Executive, Case Resolution is a key role within the Business Development team, dedicated to resolving complex issues and optimizing operational processes. In this role, you will collaborate with internal teams and external stakeholders to implement effective solutions that enhance client satisfaction and drive business success. Your strategic thinking, proactive problem-solving, and commitment to excellence will be essential in maintaining the company’s global reputation. Join a dynamic team that prioritizes continuous improvement in every aspect of its operations.

Key Responsibilities

• Investigate and resolve client cases with care, ensuring company policies are followed and high client satisfaction is achieved.
• Communicate clearly and effectively with clients to understand their concerns and provide timely updates and solutions through various platforms.
• Work closely with internal teams to gather insights and develop resolutions tailored to client needs.
• Create detailed reports and documentation for resolved cases, keeping records for future reference and improved issue tracking.
• Identify areas for process improvement and suggest actionable changes to enhance case resolution workflows.
• Assist in developing efficient communication processes for greater clarity and faster issue resolution.
• Escalate complex or unresolved cases to relevant stakeholders to ensure prompt and thorough investigation or decision-making.
• Collaborate with the team to handle daily tasks, ensuring smooth operations and fast, effective client issue resolution.

Required Qualifications

• Graduates from any discipline can apply.
• 1 year of experience in a relevant field will receive priority. But freshers with dedication to work are encouraged to apply.
• Ability to work independently as well as collaboratively in a team environment.
• Exceptional attention to detail and organizational abilities to manage multiple cases simultaneously.
• Proficiency in using relevant software tools and systems for documentation, tracking, and reporting.
• Previous experience in issue resolution, dispute resolution, client experience, or a similar role will receive priority. 

Preferred Skills

• Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.
• Excellent communication skills in English, both written and verbal, with the ability to convey complex information clearly and concisely.
• Strong interpersonal skills and the ability to work collaboratively in a team-oriented environment.
   

Benefits

We offer a competitive salary aligned with industry standards in Sri Lanka, along with a comprehensive benefits package that includes birthday leaves, professional development training, events and engagement programs, and global exposure. At NEXT Group, we foster a performance-driven culture, encouraging you to move fast, chase excellence, and thrive in a professional, balanced work environment within a global organization.