Customer Experience & Incident Specialist

Recruitment Team - Visayas; Iloilo City; On-site; PHP 520,000 - 600,000; Full time

Job summary

Recruitment Team - Visayas is seeking an experienced Incidents & HR liaison to manage incident case workflows, mediate conflicts, ensure compliance, and maintain meticulous documentation for auditing and governance within a busy HR function.

You will coordinate with Customer Experience teams, provide weekly status updates to leadership, and ensure fair representation for agents while upholding company policies and legal safeguards.

Qualifications

• Bachelor's degree in HRM, Psychology, or Business Administration.
• At least 3 years background in Legal Management, Credit and Collection, or Customer Service.
• Experience with high-volume incident management and customer service.
• Proficiency in English and Filipino.

Responsibilities

• Incident case management: act as first point of contact and manage incident reports.
• Mediation: panel discussions to find resolutions and fair representation for agents.
• Compliance & resolution enforcement: ensure policies are followed.
• Documentation: maintain airtight paper trail; provide weekly status reports to the President.

Skills

Incident management

Customer service

Conflict resolution

English

Filipino

Education

Bachelor's degree in HRM/Psychology/BA

Job description

Recruitment Team - Visayas is seeking an experienced Incidents & HR liaison to manage incident case workflows, mediate conflicts, ensure compliance, and maintain meticulous documentation for auditing and governance within a busy HR function.

You will coordinate with Customer Experience teams, provide weekly status updates to leadership, and ensure fair representation for agents while upholding company policies and legal safeguards.