Service Recovery Officer

2 weeks ago

Makati City, National Capital Region, Philippines AXA Full time

Remarks: Requisition part of CSE approved new vacancies under Customer Engagement (2 Jr SROs)

Job Purpose: Evaluate, resolve, and manage formal customer complaint cases assigned to the Service Recovery Unit (Individual Contributor).

Duties and Responsibilities:

  1. Conduct proper investigations and provide reasonable resolution recommendations on formal customer complaint cases in accordance with internal customer complaints handling guidelines and other relevant policies and procedures.
  2. Ensure that the complaints process, case disposition, and resolution are properly communicated and liaised with complainants/customers and other affected parties, such as distribution channels and line departments.
  3. Coordinate with relevant staff during procedures related to processing approved customer case resolutions.
  4. Perform other duties as required from time to time.

Key Performance Indicators:

  • Average Complaint Case Evaluation and Resolution Processing Days (TAT)
  • Process Compliance Score
  • Quality Call Handling
  • Punctuality

Work Experience and Knowledge:

  • Graduate of any four-year course.
  • At least 3 years of relevant experience in customer service, complaints handling, or fraud management.
  • Mastery of insurance products (preferably Life and General Insurance).
  • Basic process improvement or design thinking knowledge (preferred).
  • LOMA or other relevant certifications (preferred).

Required Skills and Abilities:

  • Analytical and problem-solving skills.
  • Conflict resolution and negotiation skills.
  • Good verbal and written communication skills.
  • Proficiency in MS Office applications.
  • Excellent interpersonal and coordination skills.

Required Behavioral Qualities:

  • Ability to work in high-pressure environments.
  • Detail-oriented.
  • Resourcefulness and adaptability.
  • Organized.
About the company

AXA SA is a French multinational insurance firm.

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