Case Management Lead: Escalations, RCA & Process Improvement

Globe Telecom, Inc.; Metro Manila; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

Career growth opportunities

Flexible compensation and benefits package

Dynamic and collaborative environment

Job summary

Globe Telecom, Inc. is looking for a dedicated professional for the Customer Experience Management Team. The role involves handling escalations, conducting root cause analyses, and implementing process improvements to enhance customer journeys.

You will be responsible for coordinating with vendors, maintaining records, and monitoring customer feedback to ensure satisfaction. The position offers career growth and a competitive benefits package within a dynamic environment.

Qualifications

• Strong background in customer service and communication.
• Empathetic, people-focused, detail-oriented.
• Passionate about delivering exceptional customer journeys.

Responsibilities

• Act as escalation point for high-priority cases.
• Coordinate with vendors to resolve escalated cases efficiently.
• Conduct root cause analysis for recurring or complex cases.
• Continuously improve case resolution processes and implement best practices.
• Mentor vendor teams to improve case handling capabilities.

Skills

Customer service background

Strong communication skills

Attention to detail

Problem-solving

Job description

Globe Telecom, Inc. is looking for a dedicated professional for the Customer Experience Management Team. The role involves handling escalations, conducting root cause analyses, and implementing process improvements to enhance customer journeys.

You will be responsible for coordinating with vendors, maintaining records, and monitoring customer feedback to ensure satisfaction. The position offers career growth and a competitive benefits package within a dynamic environment.