Consumer Experience Specialist

Full time

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The Consumer Experience Specialist will be responsible for leading and providing oversight, guidance, and services with respect to specialist interactions with consumers, ensuring that the program meets the standards of the client. The Consumer Experience Specialist provides professional, quality, and "best in class" service for existing or prospective consumers and client by using a consultative approach that reflects the culture and philosophies of Alta and our clients. Responsibilities include oversight and continuous improvement of consumer interactions with Consumer Care Center personnel, including but not limited to active participation in client calibration calls, proactively identifying trends in consumer engagement, and collaborating with internal partners to provide coaching/training to address these trends.
This position will interact with various internal and external team members, business partners and third-party suppliers to provide clarifications and reports. The Consumer Experience Specialist position will also handle complex compliance issues as they will be supporting an Alta client that may be regulated by a federal and/or state government agency.

Other duties may be assigned:

• Responsible for oversight to ensure processes in place are meeting consumer and client needs.

• Identify trends, suggest improvement opportunities, and share insights both internally and externally.

• Close communication with Alta's leadership, client and business partners will be necessary to ensure the program's success.

• Assist with team training, and client conference calls during Alta's clients' hours of business, which may include nights and weekends.

• Must exhibit a high level of professionalism by utilizing strong verbal and written communication skills when interacting with the client, business partners, third parties and consumers.

• Demonstrate critical thinking and problem-solving skills, along with searching for solutions by creatively utilizing all available resources.

• Oversight of quality control of staff's consumer interactions, including consumer experience scorecard program to increase customer satisfaction scores.

• Ensure negative trends related to consumer interactions are addressed timely through individual coaching or group training.

• Collaborates with training team and channel team leaders to share insights and coordinate continuous improvement efforts regarding consumer interactions to support operational excellence.

• Review large quantities of consumer interactions, while identifying document trends and provide insight to Alta leadership and client team.

• Run, track and analyze the daily, weekly and monthly reports in order to analyze feedback to provide to data to Alta leadership, clients, and third party suppliers.

• Completes daily tasks within specified timelines by prioritizing multiple tasks and projects with minimal direction from management, ensuring up to date on product knowledge.

• Meet team and client performance metrics, goals and deadlines in a fast-paced ever-changing, high-performing team based environment. Serve as backup support to other teams as needed.

• Build strong working relationships with Alta client(s), co-workers, as well as all levels of the organization in a positive manner to provide updates and reporting, including any training needs or system discrepancies.

• Meet with Supervisor on a regular basis to discuss plans and strategies.

• Assists with additional duties as assigned by Supervisor.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Demonstrated written communicator. Excellent interpersonal, verbal and written communication skills. Ability to establish rapport, builds relationships and loyalty with external and internal customers and coworkers, and remains tactful when communicating negative information.

EDUCATION and/or EXPERIENCE

• At least 2 years' college required or completion of a vocational course preferably in customer care.
• Minimum two years of call center customer service experience with consistent exceptional quality scores and some experience in either a Team Leader, Training, or Quality Assurance role within the contact center industry.
• Preferred experience supporting complaint intake in the pharmaceutical or consumer goods industries.

TECHNOLOGY SKILL BASE

• This position requires a working knowledge of computer technology that includes:
• Intermediate MS Word, Social Media software and sites. Ability to quickly learn complex program and product knowledge, work on a PC, accessing and navigating multiple software applications in a Windows environment. Intermediate to Advanced knowledge and use of Microsoft Suite, primarily in Word, Excel, PowerPoint, and Outlook is desired. Preferred Salesforce and SharePoint experience.
• Keying data entry efficiently and accurately with proficiency in typing/keyboard is required. Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.

LANGUAGE SKILLS

• Ability to read and comprehend simple instructions, short correspondence, and memos in English. Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

• Basic addition, subtraction, multiplication, and division skills.

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Alta Resources is an equal employment opportunity employer.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area. Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.

Depending on role and business needs, employees will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Your application will include the following questions:

What's your expected monthly basic salary?

Have you worked in a call centre before?

How many years' experience do you have as a Quality Analyst?

Alta Resources is a BPO call center, located in the heart of the Ortigas Center, within Pasig City, Manila. Taking care of their employees has always been a top priority and, when the ECQ began, that never waivered.

In April 2020, Alta made sure all regular employees received three-weeks of guaranteed pay, employees were able to redeem their 2019 Sick Leave credits, in addition to a one-time reimbursement for internet and electricity. Alta even went as far as providing computer equipment to those regular employees that needed it. All this was done to insure people continued to have a job.

As the ECQ has remained in place, Alta's regular employees have continued to receive their transportation allowance, rice allowance and overtime pay, even while working from home. Their employees also continue to earn holiday premiums and, if needed, they can also redeem their earned 2020 Sick Leave and Vacation Leave credits for payment.

Treating people like family is what makes Alta different. It's because of efforts like these that have allowed Alta Resources' business to grow during the pandemic, instead of the opposite. Alta is currently hiring over 700 new employees, with the majority being regular positions.

Let's work together.

We know our people is our strength.

Alta Resources is a BPO call center, located in the heart of the Ortigas Center, within Pasig City, Manila. Taking care of their employees has always been a top priority and, when the ECQ began, that never waivered.

In April 2020, Alta made sure all regular employees received three-weeks of guaranteed pay, employees were able to redeem their 2019 Sick Leave credits, in addition to a one-time reimbursement for internet and electricity. Alta even went as far as providing computer equipment to those regular employees that needed it. All this was done to insure people continued to have a job.

As the ECQ has remained in place, Alta's regular employees have continued to receive their transportation allowance, rice allowance and overtime pay, even while working from home. Their employees also continue to earn holiday premiums and, if needed, they can also redeem their earned 2020 Sick Leave and Vacation Leave credits for payment.

Treating people like family is what makes Alta different. It's because of efforts like these that have allowed Alta Resources' business to grow during the pandemic, instead of the opposite. Alta is currently hiring over 700 new employees, with the majority being regular positions.

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