Customer Care Officer (Internal)

Vault Outsourcing OPC; Makati; On-site; PHP 240,000 - 360,000; Full time

Job summary

Vault Outsourcing OPC is seeking a Customer Care Officer (Internal) to be the first point of contact for customers navigating challenging circumstances in our Manila operations.

You will manage complaints through IDR with empathy, assess hardship cases, offer tailored solutions, and serve as a subject matter expert on hardship and complaints while ensuring compliance with applicable regulations and internal policies.

Qualifications

• Handling customer complaints with empathy and professionalism.
• Understanding hardship assessment and tailored solutions.
• Serving as SME on hardship and complaints.
• Ensuring compliance with regulations and internal policies.

Responsibilities

• Manage complaints through IDR with empathy and professionalism.
• Support customers facing financial hardship with tailored solutions.
• Act as SME on hardship and complaints to guide colleagues.
• Ensure compliance with ASIC Debt Collection Guidelines, Privacy Act, NCCP Act, RG271, AFCA rules.

Skills

Empathy

Problem-solving

Emotional maturity

Customer experience

Job description

About the job Customer Care Officer (Internal)

As a Customer Care Officer, you'll be the first point of contact for customers navigating challenging circumstances.

Your responsibilities include:

• Managing complaints through the Internal Dispute Resolution (IDR) process with empathy and professionalism
• Supporting customers experiencing financial hardship by assessing their situation and offering tailored solutions
• Acting as a subject matter expert on hardship and complaints, providing guidance to colleagues
• Ensuring compliance with key regulations and internal policies (ASIC Debt Collection Guidelines, Privacy Act, NCCP Act, RG271, AFCA rules)

This role is ideal for someone who thrives on problem‑solving, demonstrates emotional maturity, and is passionate about delivering exceptional customer experiences.