Customer Experience & Escalations Champion

ASUS; Pasig; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Competitive Salary

Quarterly Performance Bonus

HMO and Group Life Insurance

Medicine Reimbursement

Complete Statutory Benefits

Job summary

ASUS is seeking an experienced Customer Experience Manager to lead escalated case resolution and drive CSAT/NPS improvements in Ortigas, Pasig City. The role focuses on ensuring compliant, timely resolutions across all channels and coordinating with legal and regulatory teams as needed.

You will manage cross-functional teams, develop training, QA programs, and CRM optimization while tracking performance through data-driven reports.

Qualifications

• BS/MS degree in Information Technology or Computer Science or a related field
• 5+ years in call center management (BPO experience preferred)
• Expertise in omnichannel customer service platforms

Responsibilities

• Handle escalated cases from DTI, Case Pass, calls, mail, forums, HQ transfers, and other channels.
• Act as final point of resolution; coordinate with legal teams and relevant departments for timely, compliant resolution.
• Prepare documentation and responses for DTI and regulatory cases.
• Ensure all cases are resolved within SLA and properly documented.
• Analyze customer interaction data to identify pain points; conduct customer journey mapping.
• Drive improvements in CSAT, NPS, and complaint resolution efficiency.
• Monitor customer feedback trends and propose proactive service enhancements.
• Identify service gaps from complaint handling; propose and execute optimization projects.
• Track project implementation and verify results; update SOPs and knowledge base.
• Ensure closed-loop execution from problem identification to improvement validation.
• Lead CRM optimization; generate analysis reports for data-driven decisions.
• Perform root cause analysis on recurring complaints and service issues.
• Develop training on soft skills, product expertise, and compliance.
• Implement quality calibration aligned with global benchmarks.

Skills

Omnichannel customer service

Call center management

Education

BS/MS degree in Information Technology or Computer Science

Job description

ASUS is seeking an experienced Customer Experience Manager to lead escalated case resolution and drive CSAT/NPS improvements in Ortigas, Pasig City. The role focuses on ensuring compliant, timely resolutions across all channels and coordinating with legal and regulatory teams as needed.

You will manage cross-functional teams, develop training, QA programs, and CRM optimization while tracking performance through data-driven reports.