Service Excellence Specialist

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeQuality Full time ₱1,050,000 - ₱1,520,000

Unlocking economic mobility for generations to come requires a relentless pursuit of service excellence. At our company, we're redefining the way people approach consumer finance.

We've made significant strides in delivering funding to customers and issuing loans that save them money. Our mission is to help our customers stay out of debt rather than profiting from their struggles.

Key Responsibilities
  • Evaluate customer interactions: Scrutinize support interactions across multiple channels (phone, email, chat) to ensure top-notch service and alignment with our policies and procedures.
  • Assess back office performance: Review how our team handles underwriting and credit dispute tasks to evaluate quality and adherence to guidelines.
  • Identify areas for improvement: Analyze agent performance to pinpoint trends, patterns, and opportunities for growth. Provide actionable recommendations to enhance overall satisfaction and team efficiency.
  • Deliver feedback and coaching: Offer constructive feedback to support agents based on evaluation results. Collaborate with floor support and team leads to provide mentorship and development opportunities.
  • Develop QA standards: Support establishing and improving quality assurance guidelines and procedures for customer support and back office processes.
  • Track and report metrics: Compile and report on team performance trends.
  • Cross-functional collaboration: Work closely with the customer support and back office teams to implement quality improvement initiatives.
Requirements
  • Experience: A minimum of 2-3 years in a customer support role, with at least 1 year in a quality assurance or evaluation capacity.
  • Strong analytical skills: Ability to review and analyze customer interactions and audit histories to draw actionable insights.
  • Attention to detail: Demonstrating the ability to identify potential service gaps, inconsistencies, and opportunities for improvement.
  • Effective communication: Providing clear, concise, and positive feedback abilities to engage with agents and management.
  • Familiarity with QA and CRM tools: Experience using quality assurance and customer relationship management tools and reporting software.
  • Problem-solving: A proactive approach to help address challenges and make improvements.
  • Team-oriented: Ability to collaborate with various functions to support quality and customer satisfaction goals.

Our company is dedicated to financial fairness and community empowerment. We welcome diverse perspectives and experiences to help us achieve our mission.

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