Case Management
Case Management is a way of organizing and tracking customer inquiries, problems, or requests from start to finish. Think of it like a digital filing system where each customer issue becomes a "case" that can be followed, updated, and resolved. Customer service representatives use case management systems to keep track of who's working on what, ensure no customer gets forgotten, and maintain a clear history of all customer interactions. Popular case management tools include Zendesk, Salesforce Service Cloud, and Freshdesk. It's a crucial skill in customer service roles because it helps maintain organization and ensures consistent customer care.
Examples in Resumes
Handled 200+ Case Management tickets daily while maintaining 95% customer satisfaction
Trained new team members on Case Management and Customer Case handling procedures
Improved Case Management workflow efficiency by 30% through process optimization
Typical job title: "Case Managers"
Also try searching for:
Where to Find Case Managers
Professional Networks
Online Communities
Example Interview Questions
Senior Level Questions
Q: How would you improve a case management process that's resulting in long resolution times?
Expected Answer: A senior case manager should discuss analyzing current workflows, implementing case prioritization systems, creating standard response templates, improving team communication, and establishing clear escalation procedures.
Q: How do you handle training new team members on case management procedures?
Expected Answer: Should explain creating training materials, hands-on shadowing processes, establishing clear guidelines, and implementing quality checking procedures for new team members.
Mid Level Questions
Q: How do you prioritize multiple urgent cases?
Expected Answer: Should explain using factors like case urgency, customer impact, response time requirements, and available resources to make decisions about case handling order.
Q: Describe your process for escalating difficult cases.
Expected Answer: Should discuss identifying when to escalate, proper documentation before escalation, communication with supervisors, and following up on escalated cases.
Junior Level Questions
Q: What information do you collect when creating a new case?
Expected Answer: Should mention basic customer information, description of the issue, priority level, category of problem, and any relevant account details or history.
Q: How do you ensure you're providing good customer service while managing multiple cases?
Expected Answer: Should discuss organization methods, time management, setting customer expectations, and maintaining clear communication.
Experience Level Indicators
Junior (0-1 years)
- Basic case documentation
- Customer communication
- Following established procedures
- Using case management software
Mid (2-4 years)
- Complex case resolution
- Process improvement
- Team coordination
- Escalation management
Senior (5+ years)
- Team leadership
- Process optimization
- Training development
- Strategic planning
Red Flags to Watch For
- Poor communication skills
- Inability to handle multiple cases simultaneously
- Lack of organization skills
- No experience with case management software
- Poor documentation habits
Related Terms
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