Customer relations officer

Job Description

1. Monitor and analyze Customer Satisfaction (CSAT) results, including ratings and feedback, to identify service gaps, trends, and areas for improvement.
2. Provide actionable insights and recommendations to Team Leaders, the Training Team, and the Customer Service Manager to enhance overall service quality.
3. Review customer service performance metrics regularly and propose initiatives to improve operational efficiency and customer experience.
4. Assist in the preparation of performance and service reports for external partners, such as SeaBank and Maya.
5. Analyze customer complaint data, identify recurring issues, and recommend process improvements and service enhancement plans.
6. Support the handling of customer email inquiries as needed, ensuring timely and accurate responses.
7. Deliver timely and accurate performance reports to management, highlighting service quality, individual performance, and training needs.
8. Conduct root cause analysis and provide continuous recommendations to strengthen professionalism and elevate overall customer service standards.

• Bachelor’s Degree (Fresh graduates are welcome to apply).
• Excellent communication and interpersonal skills.
• Preferably with relevant work experience.
• Understanding of customer lending business is a plus.

Work location

CITY OF PASIG, NCR, SECOND DISTRICT

Remarks

No additional remarks

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