Executive Escalation Officers-1
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description Responsible for handling and resolving customer complaints and issues to ensure customer satisfaction and retention.
This role involves direct interaction with customers to understand their concerns, investigate issues, and provide effective solutions. The Customer Recovery Agent plays a crucial role in rebuilding trust and loyalty with customers by delivering excellent service and ensuring that their problems are addressed promptly and professionally.DUTIES AND RESPONSIBILITIES: Customer Interaction: Handle customer complaints and inquiries in a timely and professional manner.
Listen to customers’ concerns, empathize with their situations, and gather relevant information to understand the issue fully. Issue Resolution: Investigate customer issues thoroughly to identify the root cause and determine appropriate solutions.Work with other departments to resolve issues and ensure customer satisfaction.
Follow up with customers to ensure their issues are resolved and they are satisfied with the outcome. Documentation and Reporting: Maintain accurate records of customer interactions, complaints, and resolutions in the customer service management system.Prepare regular reports on the status of customer complaints and the effectiveness of resolutions.
Policy and Procedure Adherence: Follow company policies and procedures for handling customer complaints and escalations. Ensure compliance with regulatory requirements and industry standards in all customer interactions. Customer Experience Enhancement: Provide feedback to the Customer Recovery Team Lead and other relevant departments on recurring issues and potential areas for improvement.
Participate in training sessions and team meetings to stay updated on best practices and new procedures. Performance Metrics: Meet or exceed performance targets for response time, resolution time, and customer satisfaction. Continuously improve personal performance by seeking feedback and participating in professional development opportunities.
KPIs: Acknowledgement Rate Service Level (SLA) Resolution Rate Quality Audit Case Management Mitigation of mediation cases TOP 3-5 DELIVERABLES: 1. Efficient and Effective Issue Resolution: Promptly and accurately addressing customer complaints and issues with professionalism, empathy, and a focus on achieving satisfactory resolutions.
Demonstrating strong problem-solving skills to identify root causes of customer concerns and implement appropriate solutions or escalate issues as necessary. 2. Exceptional Customer Service: Providing exceptional customer service throughout the recovery process, including active listening, clear communication, and proactive follow-up to ensure customer satisfaction.Building rapport and trust with customers by demonstrating empathy, understanding, and a commitment to addressing their needs and concerns.
- Compliance with Policies and Procedures: Adhering to organizational policies, procedures, and regulatory requirements in all customer interactions and issue resolution activities. Ensuring that all customer recovery efforts are conducted ethically, transparently, and in accordance with applicable laws and regulations. 4. Accurate Documentation and Reporting: Maintaining accurate and detailed records of customer interactions, complaints, and resolutions in accordance with organizational standards and requirements.
Participating in training programs, workshops, and coaching sessions to improve performance and contribute to the overall success of the customer recovery team.
Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here Make
Your Passion Part of Your Profession.
Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices.We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.
Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York.
Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers. Purpose
In everything we do, we treat people right to create a Globe of Good. Vision
We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.