TL - Complaints - Flight Business Unit

6 days ago

Taguig, National Capital Region, Philippines Trip Group Full time ₱1,200,000 - ₱2,400,000 per year

Job Title:
Customer Success Team Leader

Job Type:
Full time

Key Responsibilities

  • The Customer Success Team Leader is supposed to lead the team to achieve customer growth and delivery to customer's expectations in the assigned market.
  • Manage a team to provide solutions for escalated concerns and complaints from global customers;
  • Dive deep into our global segment markets to identify crisis; and escalate potential public issues that may impact ;
  • Conduct thorough investigation into escalation in accordance with internal and external guidelines;
  • Monitor issues, manage crisis and provide customized support to escalated cases by mastering knowledge of company policies and workflows.
  • Analyze customers' feedback and root causes of complaints, identify areas for improvement, and prepare reports and recommendations for enhancing service quality
  • Proactively and independently works to meet targets, maintain CSAT, NPS.
  • Identify trends and recommend improvements to procedure, products, and business processes.
  • Provide existing team members with the training on the customer success operational process, set KPI targets and keep track on the performance, share information about the new internal procedures and new products/services, share information and strategy that was defined on the annual/quarterly/monthly planning.
  • Regular reporting on performance is an important requirement of this role, as well as preparing and delivering reports to management.

Requirements

  • At least 1 year's management experiences in complaint handling or customer service;
  • Have experience in driving customer engagement, handling difficult situations and challenges and delivering exceptional customer service;
  • Demonstrated the ability to make decisions and problem solved based on analyzation to align with corporate strategic vision;
  • Comfortable working with all levels of management across the organization;
  • A positive and friendly attitude with willingness to innovate change;
  • Customer-oriented, good team player and strong interpersonal and the ability to communicate effectively with cross functions;
  • Strong sense of risk management on global scale;
  • Excellent communication (written and verbal), interpersonal and presentation skills;
  • Experiences in the collaboration with legal, PR, BD department is a plus

  • IJP: Subject Matter Expert

    4 days ago

    Taguig, National Capital Region, Philippines HelloConnect Full time ₱1,200,000 - ₱2,400,000 per year

    Job Description:Being the first point of contact for our customersDemonstrating confidence while using all different channels (Phone, When Messaging, Chat, & Retention)Providing general support and building engaging relationships on each and every customer call or interactionInvestigating and resolving customer complaints and feedback effectively Working...

  • TLS ANZ

    2 weeks ago

    Taguig, National Capital Region, Philippines American Express Full time ₱1,500,000 - ₱3,000,000 per year

    Fares Team Leader#4th in Great Place to Work's Best Company To Work For 2025#10th in Fortune Magazine's 2025 World's Most Admired Companies#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card IssuersTop GBS Employers for the Philippines by the Everest GroupAt American Express, our culture is built on a 175-year history of...

  • TLS ANZ

    4 days ago

    Taguig, National Capital Region, Philippines American Express Full time ₱80,000 - ₱120,000 per year

    Fares Team Leader#4th in Great Place to Work's Best Company To Work For 2025#10th in Fortune Magazine's 2025 World's Most Admired Companies#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card IssuersTop GBS Employers for the Philippines by the Everest GroupAt American Express, our culture is built on a 175-year history of...

  • TLS ANZ

    1 week ago

    Taguig, National Capital Region, Philippines American Express Full time ₱1,500,000 - ₱3,000,000 per year

    Fares Team Leader#4th in Great Place to Work's Best Company To Work For 2025#10th in Fortune Magazine's 2025 World's Most Admired Companies #1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers Top GBS Employers for the Philippines by the Everest Group At American Express, our culture is built on a 175-year history...

  • TLS ANZ

    2 weeks ago

    Taguig, National Capital Region, Philippines American Express Full time ₱1,500,000 - ₱3,000,000 per year

    Fares Team Leader#4th in Great Place to Work's Best Company To Work For 2025#10th in Fortune Magazine's 2025 World's Most Admired Companies#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card IssuersTop GBS Employers for the Philippines by the Everest GroupAt American Express, our culture is built on a 175-year history of...

  • Call Center Supervisor

    2 days ago

    Taguig, National Capital Region, Philippines Huawei Consumer Business Group Full time ₱300,000 - ₱600,000 per year

    Company DescriptionHuawei Technologies Co. offers products and services in over 170 countries, serving a third of the world's population. As one of Huawei's key business units, Huawei Consumer Business Group became the third-largest smartphone maker globally in 2015, providing an excellent user experience through its range of smartphones, PCs, tablets,...

  • administrative assistant, investigation unit

    2 weeks ago

    Taguig, National Capital Region, Philippines Metrobank Full time ₱900,000 - ₱1,200,000 per year

    Be #InGoodHands with MetrobankHere at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future...

  • SAQ Team Lead

    2 weeks ago

    Taguig, National Capital Region, Philippines Primus@Knowledge Specialists, Inc. Full time ₱480,000 - ₱600,000 per year

    Job Description:Identifying and researching, analyzing, and negotiating commercial leases with lessors.Preparing permitting applications and negotiating with local government units to expedite permitting.Negotiating with lot owners and securing documents supporting the contract of lease.Troubleshooting to resolve challenges/issues on-site in support of other...

  • HR Business Partner

    5 days ago

    Taguig, National Capital Region, Philippines Tenet Global Business Center, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    Position Summary:The HR Business Partner supports the company's strategic goals and improving business performance, with overall responsibility for being the primary HR point of contact for select Functional Tower Leads within the company in partnership with the Human Resources Vice President. Key activities include implementing workforce strategy...

  • Online Travel Consultant

    1 week ago

    Taguig, National Capital Region, Philippines American Express Full time ₱1,500,000 - ₱3,000,000 per year

    Online Travel Consultant#4th in Great Place to Work's Best Company To Work For 2025#10th in Fortune Magazine's 2025 World's Most Admired Companies#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card IssuersTop GBS Employers for the Philippines by the Everest GroupAt American Express, our culture is built on a 175-year...