Senior 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 Service Recovery Unit (Individual Contributor).

Duties and Responsibilities:

  1. Conduct proper investigation 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 formal complaints process and requirements, as well as the case disposition/resolution, are properly communicated and liaised with complainants/customers, including other affected parties as necessary (i.e., distribution channels and other line departments).
  3. Coordinate with relevant staff during necessary procedures related to the processing of approved customer case resolutions.
  4. Other duties as required from time to time.

Key Performance Indicators:

  1. Average Complaint Case Evaluation and Resolution Processing Days (TAT)
  2. Process Compliance Score
  3. Quality Call Handling
  4. Punctuality
  5. Attendance

Work Experience and Knowledge:

  • Graduate of any four (4) year course.
  • With at least 3 years of relevant experience in customer service/complaints handling/fraud management.
  • Mastery of insurance products (preferably Life and General Insurance).
  • Basic process improvement/design thinking knowledge (plus).
  • LOMA or other relevant certifications (plus).

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.
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