Customer Experience Quality Specialist

PERSOL; Santo Niño 1st; On-site; PHP 240,000 - 320,000; Full time

Job summary

PERSOL in the Philippines is seeking a detail-oriented service associate to support survey operations and maintain data accuracy. You will handle mailbox enquiries, respond to emails within SLA, and provide concise case notes to the QS team.

Working with project managers, you will help develop SOPs, compile daily/weekly service metrics, and assist in ad hoc duties to ensure high-quality customer service and smooth contact centre operations.

Responsibilities

• Reports to Survey Experience Supervisor (QS Team Lead)
• Responsible to provide excellent service to all customers.
• Handles mailbox enquiries and resolves customers issues via email communication and personalised calls (where applicable).
• Ensures accuracy of data collected from the customers.
• Maintains and updates the survey database promptly with clear and concise case notes in the system.
• Responsible for distributing enquiries and to follow up actionable items to relevant teams, stakeholders, and departments.
• Fulfils the Service Level Agreement (SLA) by responding to all emails within 5 working days and ensures follow up of cases within SLA independently.
• Provides daily email summary report to the TL/QSM, management and stakeholders.
• Highlights and escalates challenging issues or complaints received through mailbox channels to the TL/QSM promptly.
• Ensures prompt filing of on-going or closed cases into the respective folders within shared drive.
• Updates workflow and processes into the respective mailbox guidebooks as and when changes are made.
• Works closely with inbound/outbound Project managers to develop quality service operational SOPs and processes.
• Prepares feedback on service quality across the contact centre and provides recommendations on ways to improve productivity and customer satisfaction to achieve highest level of service excellence.
• Prepares data such as contact centre daily service level, customer satisfaction, surveys data accuracy and call/complaint logs to execute strategies and techniques which enhances the overall effectiveness of the contact centre operations.
• Guides new employees to create a culture of service excellence.
• Assists in the compilation of data as and when required by QSM/ Stakeholders/ Management.
• Support ad hoc duties or projects as assigned

Job description

PERSOL in the Philippines is seeking a detail-oriented service associate to support survey operations and maintain data accuracy. You will handle mailbox enquiries, respond to emails within SLA, and provide concise case notes to the QS team.

Working with project managers, you will help develop SOPs, compile daily/weekly service metrics, and assist in ad hoc duties to ensure high-quality customer service and smooth contact centre operations.