Customer Relations Ambassador 1

6 days ago

Pasig, National Capital Region, Philippines Robinsons Land Corporation Full time ₱600,000 - ₱1,200,000 per year

Department
Ownership Solutions

Employee Type
Regular

  • Handle and assess the concerns received from multiple platforms within a standard turnaround time.
  • Ensure that all the raised concerns have tickets in Salesforce Service Cloud and endorse to the resolution group accordingly:
  • Level 1 Concerns: Resolve concern within 24 hours.
  • Level 2 and 3 Concerns: Coordinate, assign the ticket within 24 hours, and/or follow up with the resolution group to close out concerns to hit the set turnaround time.
  • Level 4: consult upper management for proper handling
  • Acknowledge, update, and communicate with the customers through the following channels.
  • Face to Face meetings – assist walk-in clients (internal/external)
  • Email – acknowledge/respond/assign email-to-tickets
  • SMS and Chats via Viber and WhatsApp – Acknowledge/respond and create the corresponding tickets for endorsement/resolution
  • Calls via Zoom, Viber, and WhatsApp – Respond to incoming calls and acknowledge/resolve as appropriate and ticket call histories
  • Consolidate, review, ensure accuracy and completeness on the submitted requirements for the contract amendment request
  • Able to strictly monitor each request by updating the Masterfile in a timely manner, properly classified, filed, and stored per step-process
  • Able to handle different types of clients and complaints
  • Build customer relationships by managing client's expectations and providing complete information/resolution on the concern
  • Hit the target CSAT/NPS scoring by developing strategies to ensure positive customer experiences for every transaction

Experience Range Range (Years)
0 - 1 years

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