Current jobs related to Senior Associate, Escalation Management-BGC - Philippines - Lazada
-
Senior Associate, Escalation Management-BGC
4 days ago
, , Philippines Lazada Full timeDepartment: Customer Service Location: Philippines Job Description Key Tasks & Responsibilities:- Primary Escalation Resolution: Own end-to-end resolution of high-risk escalations from regulatory bodies, Media and C-level complaints, achieving 90%+ "First Call Resolution" rate & 24hrs resolution and preventing case recurrence through systematic root cause...
-
, Metro Manila, Philippines Lazada Full timeSenior Manager/ Vice President, Communications Lead - Manila BGC Join to apply for the Senior Manager/ Vice President, Communications Lead-Manila BGC role at Lazada . Overview Senior leadership role in Lazada’s communications team focused on developing strategic narratives and executing multi-channel communications for corporate, consumer-facing and...
-
Associate Technical Account Manager I
2 days ago
, , Philippines Buscojobs Full timeAssociate Technical Account Manager I jobs in ... Taguig, National Capital Region Gratitude Inc. Posted today Job Description Overview Our Technical Support Representatives are vital members of our company. You will field customer inquiries and provide solutions that help create excellent customer experiences. You will have the chance to work in a highly...
-
Quality Control Assistant
2 days ago
, Metro Manila, Philippines Buscojobs Full timeOverview Explore exciting Quality Control Assistant roles in Taguig, focusing on project support within BGC. These positions offer opportunities to contribute to maintaining high standards across various projects. Job seekers can find roles that require attention to detail and a commitment to quality assurance. The Quality Control Assistant positions in...
-
Associate Technical Account Manager I
2 days ago
, Ilocos Sur, Philippines Buscojobs Full timeAssociate Technical Account Manager I Location: Taguig, National Capital RegionEmployer: Gratitude Inc. Posted today Job Description Overview: Our Technical Support Representatives are vital members of our company. You will field customer inquiries and provide solutions that help create excellent customer experiences. You will have the chance to work in a...
-
Digtial Marketing Analyst
4 days ago
, Metro Manila, Philippines Klaiya Full timeKlaiya National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Digtial Marketing Analyst (BGC) role at Klaiya Klaiya National Capital Region, Philippines Join to apply for the Digtial Marketing Analyst (BGC) role at Klaiya Position Overview:Join our team as a Digital Marketing Analyst! We're looking for an...
-
(Senior) Clinical Research Associate
4 days ago
, , Philippines IQVIA LLC Full time(Senior) Clinical Research Associate page is loaded## (Senior) Clinical Research Associatelocations: Pasig, Philippinestime type: Full timeposted on: Posted Todayjob requisition id: R As you develop your career as a Senior CRA or CRA, this role offers you the opportunity to plan and progress your career in the direction you choose. At IQVIA, we do...
-
Media Buyer
4 days ago
, Metro Manila, Philippines Klaiya Full timeKlaiya National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Media Buyer (BGC) role at Klaiya Klaiya National Capital Region, Philippines Join to apply for the Media Buyer (BGC) role at Klaiya Get AI-powered advice on this job and more exclusive features. About UsKlaiya is an advertising agency specializing in...
-
It Support Associate
2 days ago
, Metro Manila, Philippines Buscojobs Full timeMakati, National Capital Region Confidential Posted 19 days ago Job Description – Customer Support Associate (Job Alert) Customer Support Associate We are in need of a Customer Support Associate for a BPO Company in Makati. This is a full time and onsite position with the following responsibilities and qualifications. Responsibilities Phone or Live...
-
Executive Assistant to CEO(BGC)
4 days ago
, Metro Manila, Philippines Klaiya Full timeOverview Executive Assistant to CEO(BGC) at Klaiya is the principal point of contact for internal and external stakeholders, providing advanced administrative support to the CEO. This role encompasses managing the CEO's schedule, coordinating meetings, handling correspondence, and facilitating communication between the CEO and various departments within...
Senior Associate, Escalation Management-BGC
2 weeks ago
Location:
Philippines
Department: Customer Service
Location: Philippines
Job Description
Key Tasks & Responsibilities:
- Primary Escalation Resolution: Own end-to-end resolution of high-risk escalations from regulatory bodies, Media and C-level complaints, achieving 90%+ "First Call Resolution" rate & 24hrs resolution and preventing case recurrence through systematic root cause elimination.
- Process Optimization & Fix: Identify and permanently resolve broken processes that generate escalations, implementing "Once and Done" solutions that prevent similar issues from recurring across the customer base.
- BPO Partnership & Agent Enablement: Collaborate with BPO teams to enhance escalation handling capabilities, establish clear handoff protocols, and build agent competency to resolve complex cases at first contact.
- Regulatory & Compliance Management: Serve as primary liaison for regulatory escalations, ensuring timely resolution and compliance while building preventive measures to avoid future regulatory issues.
- Customer Experience Recovery: Drive customer satisfaction recovery for escalated cases, ensuring resolution meets or exceeds customer expectations while capturing insights to prevent similar experiences.
- Cross-Functional Collaboration: Work with product, operations, and policy teams to translate escalation insights into systemic improvements that enhance overall customer experience.
- Performance Monitoring & Accountability: Track escalation resolution metrics, identify trends, and implement corrective actions to maintain service excellence standards.
- Team Leadership & Development: Guide escalation management practices across the customer care organization, establishing best practices and training protocols for sustainable improvement.
- Strategic Process Enhancement: Continuously evaluate and improve escalation management framework to reduce overall escalation volume while maintaining resolution quality.
Job Requirements
Qualifications & Skills
- Bachelor's degree
- At least 2+ years of strong relevant experience in operation and performance management, especially in high level escalation cases
- Strong sense of ownership and problem-solving abilities with proven records of BPO or agents management.
- Ability to handle complex issues with high level of urgency.
- Excellent stakeholder management skills: working with different stakeholders / parties to resolve issues & cases.
- Excellent interpersonal and communication skills esp in English & local language (spoken and written).
- Good presentation skills
- Meticulous and detail-oriented & ability to present ideas in reporting/ presentation.
- Understanding the industry's best practices and operational processes is essential.
- Highly advantageous to have relevant experience from eCommerce industry / set up.
- Ability to transform raw data into structured information, which will then be analyzed to glean insights that drive strategic decision making in business or proficiency in data, process mapping tools, SQL is a plus
- Confident and firm to confront or challenge professionally when necessary.
- Willing to attend court proceedings in various states as when required.
- Strong people management and leadership skills
