Case Resolution Lead, CX & Process Improvement

GCash; Manila; On-site; PHP 334,800 - 558,000; Full time

Benefits offered by this job

Competitive compensation and benefits package

Opportunity for career growth and development

Job summary

GCash is looking for a dedicated individual to join the Customer Experience Management team in Metro Manila. As part of the #1 FinTech company in the Philippines, you will be responsible for managing case escalations, conducting root cause analysis, and enhancing overall customer satisfaction. If you possess a strong background in customer service and are passionate about delivering exceptional customer journeys, this could be the perfect opportunity for you. GCash offers a competitive compensation package and career growth within a dynamic team.

Qualifications

• Strong background in customer service.
• Empathetic and people-focused.
• Detail-oriented and passionate about customer journeys.

Responsibilities

• Act as the escalation point for complex cases.
• Conduct root cause analysis for systemic issues.
• Maintain accurate records of case activities.
• Continually assess case resolution processes.
• Monitor customer feedback for satisfaction.

Job description

GCash is looking for a dedicated individual to join the Customer Experience Management team in Metro Manila. As part of the #1 FinTech company in the Philippines, you will be responsible for managing case escalations, conducting root cause analysis, and enhancing overall customer satisfaction. If you possess a strong background in customer service and are passionate about delivering exceptional customer journeys, this could be the perfect opportunity for you. GCash offers a competitive compensation package and career growth within a dynamic team.