ESCALATIONS SPECIALISTS
ESCALATIONS SPECIALISTS
(Southern Tagalog)
Responsibilities:
* Receive escalations and complaints on all media (phone, email, web, etc.) and manage through to resolution/satisfaction of the customer
* Focus on improving the customer experience by managing of escalations and complaints received. Handle escalations immediately as they arise and determine best solution
* Resolve Customers concerns/conflicts, ideally before it evolve to Customer Complaint. If it does become a complaint, own the complaint resolution, tirelessly pursuing all solutions as “customer advocate”
* Work with other escalation points within the business to resolve issues as required and improve overall quality of service. Ideally, work to understand root cause(s) of escalations to implement corrective/preventative action
* Advocate of Customer Satisfaction/Voice of the customer
* Maintain and update documentation relating to work-flow and processes as required
* Monitor real-time/live calls
* Assists CSRs on calls/queries while floor walking
* Other related tasks as assigned, subject to change from time to time
* 100% available throughout the shift to handle inbound calls and emails from customers, ready to handle any escalation as they arise
* Decision Making & Problem Solving - Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics; review facts and weigh options
* Business Acumen and interpret complex information- talk with customers; listens very well and understands multiple points of view in event of a dispute
* Conflict Management - Able to use a win-win approach to resolve controversy; stay objective and fair when dealing with sensitive situations; maintain constructive working relationships despite disagreement
* Attention to Detail - Able to be alert in a high-risk environment; follow detailed procedures and ensure accuracy in documentation and data; concentrate on routine work details and organize and maintain a system of records
* Influence and Persuasion - Able to convince others in both positive and negative circumstances; use tact when expressing ideas or options; present new ideas to authority
* Integrity - Able to be tactful, maintain confidences, handle all situations honestly.
* Teamwork - Able to share due credit with coworkers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary’ support group decisions and solicit options from coworkers; display team spirit.
Requirements:
* Graduate of any 4 year course, technical, policy, or communication preferred
* Required skill(s): Internet Savvy, extremely strong command of English (little/no accent can discernible during a conversation , Good Voice Quality.
* Preferred skill(s): Customer Satisfaction focus, above average IQ, quick-learner
* At least 4 year(s) of working experience in the related field is required for this position.
* With good communication skills
* Knowledge of call center phone systems, service levels, and CRM systems
* Applicant must be comfortable in an individual contributor role….Escalation specialists will not manage ANY direct reports but work through other managers to pass along feedback based on performance of those CSRs who are raising initial escalaiton
* Applicants must be willing to work in Sta. Rosa.
* Applicants must be willing to work on a night shift schedule.
* Applicants should be Filipino citizens or hold relevant residence status
* Full time positions available
Sunpower Philippines Mfg. Ltd.-Shared Services Organization
100 East Main Ave., Phase 4, Special Economic Zone Laguna Technopark, Binan Laguna 0423.