Customer Complaints Specialist
Customer Complaints Specialist
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1 Vacancy
Job Description
Wireless Solutions Seamless Satisfaction
Leading the telecommunications wave our client pioneers fixed wireless broadband and fiber networks with unparalleled reliability. By designing and managing their own infrastructure they empower underserved communities and drive digital innovation. With a focus on collaboration growth and impact they offer a career where your work shapes the future of connectivity and bridges gaps that truly matter.
Job Description
As a Senior Escalations Specialist youll champion exceptional customer experiences by resolving critical complaints investigating cases and ensuring topnotch service delivery. This role goes beyond resolutions its about creating meaningful change and improving processes that define customer satisfaction.
Shift: Day Shift (Shifting)
Work Setup: Onsite in Ortigas (training) and Makati (official site)
Salary: PHP 55000 to PHP 60000
Perks: Day 1 HMO Abovemarket salary Global exposure
- Handling escalated phone email and chat complaints related to service delivery and conduct.
- Responding to and coordinating responses for complaints raised through social media channels and thirdparty review sites.
- Managing formal complaint processes and cases raised through the Telecommunications Industry Ombudsman (TIO).
- Investigating and resolving complaints to ensure customer satisfaction and effective case management.
- Ensuring compliance with consumer and regulatory requirements for complaint handling.
- Escalating serious issues and complaints to appropriate stakeholders and holding them accountable for resolution.
- Reporting on complaint activities data and resolution outcomes.
- Advocating for process improvements to enhance customer experience and compliance.
- Performing duties within service levels and KPIs while adapting to evolving business needs.
- Promptly reporting emerging issues to management with detailed updates.
- Adhering to complainthandling policies documenting issues and delivering timely resolutions focused on customer satisfaction.
- Staying informed on company policies industry trends and regulatory requirements related to complaint handling.
- Contributing to documentation knowledge articles and training materials to support customerfacing teams.
- Acting as a brand ambassador by representing company values and delivering excellence in customer interactions.
- Completing additional tasks as needed to support customer service.
Requirements
- A minimum of 5 years of BPO experience.
- Proven expertise in handling formal customer complaints and escalations.
- Amenable to work at both Ortigas and Makati sites.
- Experience with Telecommunications Industry Ombudsman (TIO) complaints is highly desirable.
- Excellent written English skills and confident verbal communication abilities.
- Experience in a senior or leadership position.
- Proficiency in managing complex issues related to billing service quality and sales matters.
- Strong deescalation skills customer empathy and a solutionsoriented approach.
- Demonstrated track record of delivering excellent customer experiences.
- Superior written and verbal communication skills.
- Strong active listening skills with the ability to empathize with customers concerns.
- Exceptional organizational skills.
- Ability to work effectively under pressure and manage multiple priorities.
- A strong resultsdriven mindset with a focus on achieving outcomes.
- Ability to work independently show initiative and be proactive.
- Proficient computer skills with confidence in learning new technical tools.
Benefits
Your Gateway to Great Perks
- Day 1 HMO coverage with free dependent
- Competitive package
- Day shift schedule
- Prime office location in Ortigas and Makati near MRT stations restaurants and banks
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit )
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
Welcome to Emapta Philippines!
Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development.
With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career. Team up with likeminded professionals passionate about making a meaningful impact through premium global opportunities. Apply now and create a better future with us!
#EmaptaExperience
What It Takes to Keep the Connection A minimum of 5 years of BPO experience. Proven expertise in handling formal customer complaints and escalations. Amenable to work at both Ortigas and Makati sites. Experience with Telecommunications Industry Ombudsman (TIO) complaints is highly desirable. Excellent written English skills and confident verbal communication abilities. Experience in a senior or leadership position. Proficiency in managing complex issues related to billing, service quality, and sales matters. Strong de-escalation skills, customer empathy, and a solutions-oriented approach. Demonstrated track record of delivering excellent customer experiences. Superior written and verbal communication skills. Strong active listening skills with the ability to empathize with customers concerns. Exceptional organizational skills. Ability to work effectively under pressure and manage multiple priorities. A strong results-driven mindset with a focus on achieving outcomes. Ability to work independently, show initiative, and be proactive. Proficient computer skills with confidence in learning new technical tools.
Employment Type
Full Time
