Customer Care Specialist
CWT
Makati City, PH
5d ago

Customer Care Specialist-(220000MN)

  • Customer Feedback Handling Address all customer feedback from multiple sources in accordance with CWT policy whilst maintaining the highest levels of both oral and written communication with all parties Demonstrate strong root cause investigation / problem solving abilities to ensure accurate first time case resolution Ensure all opportunities are explored to promote a mutually beneficial cost avoidance approach Work with CWT and / or client preferred suppliers to support timely resolution of customer complaints
  • Customer Feedback Management Ensure all customer feedback is logged via CWT’s feedback management tool and managed within cycle time SLA’s in accordance to CWT guidelines Work closely with the Customer Care Lead to drive data quality and consistency within CWT’s feedback management tool Adhere to local / regional / global guidelines around management of cases linked to counselor error and those with potential financial implications Collaborate / escalate where required with / to relevant stakeholders, including cross functionally, to bring customer complaints to a satisfactory resolution
  • Quality and Customer Experience Improvement Identify root cause of customer dissatisfaction and contribute to corrective and preventative actions to improve CX metrics
  • Advocate continuous improvement, act as a subject matter expert and maintain strong relationships with TX Operational Teams

    Qualifications

    Experience & education :

  • Experience 3+ years BT experience in a client facing / operational environment or relevant client services role Strong communication skills
  • Languages Local language and business English fluent, both written and oral (additional languages are a plus)
  • Knowledge, skills and abilities (KSAs) Excellent communication skills both written and oral Strong organization / time management skills and good attention to detail Knowledge of relevant GDS (multi-GDS is a plus) Analytical with ability to solve problems
  • TIPS

    Aptitude to build relationships, develop trust and foster confidence with both internal and external stakeholders Good knowledge of MS office Understanding of booking processes and tools Customer focused with ability to take unbiased view Ability to work autonomously with a strong sense of accountability Must demonstrate and maintain the highest level of professionalism at all times

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