Job Summary
The Follow-up Specialist ensures end-to-end resolution of open cases, operational issues, and service requests within the city. This role serves as the critical bridge between field execution and system tracking—monitoring solutions implemented in SAP, tracking real-world results, and verifying complete closure to ensure compliance and citizen/customer satisfaction.
Key Responsibilities
- Monitor and track the lifecycle of assigned cases across municipal/city jurisdictions from initiation to final resolution.
- Log, update, and monitor solution implementation plans in SAP, ensuring accurate status updates, root-cause tags, and assignment details.
- Follow up with operational teams, contractors, or department heads to verify that solutions recorded in SAP have been successfully executed on the ground.
- Assess the effectiveness of applied solutions to ensure issues do not recur; escalate unresolved or recurring cases to appropriate managers.
- Maintain direct contact with complainants, business units, or city representatives to provide status updates and confirm final satisfaction upon case closure.
- Generate weekly/monthly case progress and SLA compliance reports using SAP analytics and Excel.
Qualifications & Requirements
- Experience: 2+ years of experience in case management, customer support, operations, or quality assurance.
- Education: Bachelor's degree in Business Administration, Public Administration, Communications, or a related field.
- Skills: Strong organizational skills, sharp attention to detail, and excellent written/verbal communication skills.
- Problem-Solving: Ability to cross-reference system data with real-world results and drive cross-functional accountability.
