Service Quality Officer

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Position Title: SERVICE QUALITY OFFICER

Job Summary:

The position is responsible for executing service recovery activities to complaints received from customers by ensuring the highest level of customer satisfaction including escalations from other business units within Metrobank Card Corporation.

Specific Duties & Responsibilities:

Operations Management:

1. Manage the activities associated with Complaints Validation for Customer Service and Collections including the recommendation of initiatives that will help bring down the complaint numbers.
2. Provide recommendations to sustain good management of social media channels, including monitoring of the quality of responses and the fulfillment of the action required to address the concern of the customer.
3. Work with Marketing in providing MIS for inputs on product and service propositions.

Relationship Building and Networking:

1. Coordinate closely with Metrobank Business Units to synergize efforts for complaints, requests and inquiries management.
2. Liaise with the different point persons to monitor fulfillment of action items related to Social Media Channels and Customer Satisfaction Surveys.

People Development:

1. Command responsibility for the productivity and operations management of assigned team.
2. Support and help others to learn about all aspects of the job and undertake the necessary professional development to optimize performance.

Qualifications:

Bachelor's degree holder; preferably graduate of business or marketing course

Must have 2-year experience in Customer Service in a credit card company or financial environment

Experience in customer service in a banking / financial industry is a must

Experience in dealing with external customers who have varying requirements is a must

Experience in complaints management and service recovery

Other Details:

Rank: AM-SAM

Unit: Consumer Business Sector Strategic Support Division

Location: MAKATI