Customer Satisfaction & Escalation Specialist

Job Summary

Responsible for CSC internal customer satisfaction management and escalated complaint resolution from DTI, Case Pass, calls, emails, forums, HQ transfers, and other channels. Identify service improvement opportunities during case handling, propose and execute optimization projects to enhance customer satisfaction and brand loyalty.

Key Responsibilities

Complaint & Escalation Management

• Handle escalated cases from DTI, Case Pass, calls, mail, forums, HQ transfers, and other channels.
• Act as final point of resolution; coordinate with legal teams and relevant departments for timely, compliant resolution.
• Prepare documentation and responses for DTI and regulatory cases.
• Ensure all cases are resolved within SLA and properly documented.

Customer Satisfaction & Experience

• Analyze customer interaction data to identify pain points; conduct customer journey mapping.
• Drive improvements in CSAT, NPS, and complaint resolution efficiency.
• Monitor customer feedback trends and propose proactive service enhancements.

Process Optimization & Projects

• Identify service gaps from complaint handling; propose and execute optimization projects.
• Track project implementation and verify results; update SOPs and knowledge base.
• Ensure closed-loop execution from problem identification to improvement validation.

Technology & Analytics

• Lead CRM optimization; generate analysis reports for data-driven decisions.
• Perform root cause analysis on recurring complaints and service issues.

Training & QA

• Develop training on soft skills, product expertise, and compliance.
• Implement quality calibration aligned with global benchmarks.

Qualifications

• BS/MS degree in Information Technology or Computer Science or a related field.
• 5+ years in call center management (BPO experience preferred)
• Expertise in omnichannel customer service platforms
• Willing to be assigned in Ortigas, Pasig City

Why Join Us

Competitive Salary – We value your skills and reward your contributions.

Quarterly Performance Bonus – Earn more based on your performance.

Weekends Off – Recharge and enjoy your weekends.

Monthly Employee Engagement Activities – Connect with colleagues through fun team events and activities.

ASPH Holiday Break – Enjoy a 2-week break in December for a better work-life balance.

HMO and Group Life Insurance (Upon regularization) – Comprehensive health coverage for you and your dependents.

Medicine Reimbursement – Covers optical expenses, over-the-counter medicines, any dental-related medicines and gym membership.

Complete Statutory Benefits – We provide full compliance with all legal requirements.

Join us and be part of a team that's driving innovation and excellence in the tech industry!