Senior Customer Experience Specialist

15 hours ago

Makati City, National Capital Region, Philippines beBeeService Full time ₱250,000 - ₱500,000

Job Title: Senior Service Recovery Officer

Job Purpose: In this role, you will be responsible for evaluating, resolving, and managing formal customer complaint cases assigned to the Service Recovery Unit. Your key objective will be to provide exceptional service to our customers while ensuring that all complaints are handled efficiently and effectively.

Duties and Responsibilities:

  1. Investigate customer complaints in a thorough and timely manner, gathering all relevant information to determine the root cause of the issue.
  2. Develop and implement effective solutions to resolve customer complaints, taking into account the company's policies and procedures.
  3. Communicate with customers throughout the complaint resolution process, keeping them informed of progress and any changes.
  4. Maintain accurate records of all customer complaints, including resolutions and outcomes.

Key Performance Indicators (KPIs):

  • Average time taken to resolve customer complaints
  • Customer satisfaction ratings
  • Number of complaints resolved per month

Requirements:

  • Bachelor's degree in Business Administration or related field
  • Minimum 3 years of experience in customer service or complaint handling
  • Excellent communication and interpersonal skills
  • Ability to work under pressure and meet deadlines
  • Basic knowledge of MS Office applications

Preferred Qualifications:

  • Previous experience in a similar role
  • Knowledge of insurance products
  • Relevant certifications such as LOMA

About the Role:

This is an exciting opportunity for a highly motivated and customer-focused individual to join our team as a Senior Service Recovery Officer. As a key member of our Service Recovery Unit, you will play a critical role in ensuring that our customers receive the highest level of service and support.

Contact Information:

Please submit your application, including your resume and cover letter, to us via email. We look forward to hearing from you

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