Customer Care Operations Specialist

9 hours ago

Mandaluyong City, National Capital Region, Philippines Eight Under Par (Pawnshop Operator), Inc. Full time

The Customer Care Operations Specialist will bridge the gap between what our customers need and what we're delivering — helping us to not only meet but also exceed their expectations. They are dedicated to going above and beyond for a customer, leaving no stone unturned in the quest to solve their challenges and make them feel valued.

Key Responsibilities:

  • Analyzes customer experience data to gather insights and recommend/update operations policies & procedures.
  • Answers escalated customer inquiries and complex issues; when needed, escalate to the appropriate team to ensure rapid support.
  • Helps in evaluating our customer support processes to ensure effectiveness of the processes in place.
  • Adheres to set operations KPIs such as SLA, TAT, resolution rate, etc.
  • Collaborates and engages with different workstreams to review policies and processes.
  • Investigate customer escalations/ complaints and recommend sound solutions based on findings and assessments.
  • Trains Level 1 customer service agents and cross-departments for any operations updates
  • Ensures compliance with regulatory standards and requirements.
  • Update our internal databases with information about technical issues and useful discussions with customers.
  • Monitor customer complaints on social media and reach out to provide assistance.
  • Follow up with customers to ensure their technical issues are resolved.

Qualifiations:

  • Excellent verbal and written communication skills.
  • Extensive knowledge of customer service procedures and principles.
  • Highly organized with good attention to detail.
  • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
  • Proficient in Microsoft Office Suite or related software.
  • Ability to collaborate across departments and teams.
  • Experience in a customer-facing role, preferably handling customer service, care, or success.
  • Proficiency with customer service software like CRM
  • Willing to work on a hybrid setup

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