Executive Escalation Officers

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.

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.

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

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.