Customer Experience & Resolution Specialist

Robinsons Land Corporation; Quezon City; On-site; PHP 223,000 - 335,000; Full time

Job summary

Robinsons Land Corporation in Metro Manila is seeking a Customer Care Specialist to handle concerns from multiple platforms within standard timelines and endorse resolutions. You will consolidate contract amendment requirements, update the Masterfile accurately, and serve diverse clients with complete information and timely resolutions.

The role emphasizes maintaining client relationships, meeting CSAT/NPS targets, and delivering quality service through effective communication and documentation.

Qualifications

• Experience handling customer concerns from multiple platforms.
• Ability to endorse concerns for appropriate resolutions.
• Experience in contract amendments/documentation and masterfile updates.
• Strong organization to classify, file and store per process steps.
• Experience working with different types of clients and complaints.
• Ability to manage client expectations and provide complete information/resolutions.
• Proven track record of achieving CSAT/NPS targets.

Responsibilities

• Handle and assess the concerns received from multiple platforms within a standard turnaround time.
• Ensure that all the raised concerns are endorsed for appropriate resolutions
• Consolidate, review, ensure accuracy and completeness on the submitted requirements for the contract amendment request
• Able to strictly monitor each request by updating the Masterfile in a timely manner, properly classified, filed, and stored per step-process
• Able to handle different types of clients and complaints
• Build customer relationships by managing client’s expectations and providing complete information/resolution on the concern
• Hit the target CSAT/NPS scoring by developing strategies to ensure positive customer experiences for every transaction

Job description

Robinsons Land Corporation in Metro Manila is seeking a Customer Care Specialist to handle concerns from multiple platforms within standard timelines and endorse resolutions. You will consolidate contract amendment requirements, update the Masterfile accurately, and serve diverse clients with complete information and timely resolutions.

The role emphasizes maintaining client relationships, meeting CSAT/NPS targets, and delivering quality service through effective communication and documentation.