Department Head, Complaints, Investigation and Fulfillment

7 hours ago

Pasig, National Capital Region, Philippines RCBC Bankard Services Corporation Full time ₱1,500,000 - ₱2,500,000 per year

Job Purpose

  • Responsible for ensuring all customer complaints and requests are served within the service level standards to the satisfaction of the cardholder
  • Develops strategies that will improve service level of complaints/requests, fulfillment and integrate the fulfillment process and strategies
  • Handles complex customer complaints particularly those endorsed by BSP
  • Analyzes the reports/data as a tool to improve service and efficiency of process in support to the objective of the management to promote service excellence
  • Oversees various activities assigned to the division to support projects and programs of management
  • Collaborates with teams across the organization to deliver the best service for our cardholders, and address customer pain points

Job Requirements

  • Bachelor's Degree preferably in Psychology, Industrial Engineering or any Management degree
  • Has commercial awareness, acquired by having at least three (3) years work experience in a financial institution; experience in servicing customers is a plus
  • Skills necessary to be effective and enjoy the role are strong communication skills, resilience, problem solving and conflict resolution
  • Strong leadership and coaching skills

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