Marketing Specialist

Grand Canyon Multi-Holdings, Inc.; Iloilo City; On-site; PHP 350,000 - 550,000; Full time

Job summary

Grand Canyon Multi-Holdings, Inc. is seeking a qualified professional to manage customer experience incident handling, ensure proper evidence-backed reviews, and maintain a comprehensive dashboard of open cases.

The role emphasizes fair representation for agents and structured problem-solving to avoid unnecessary HR escalations. The ideal candidate holds a bachelor’s degree in HR, psychology, or business administration with at least three years in legal management, credit and collections, or

Qualifications

• Bachelor's degree in Human Resource Management, Psychology, or Business Administration.
• Minimum 3 years background in Legal Management, Credit and Collection or Customer Service.
• Experience with high-volume incident management and customer service.

Responsibilities

• Centralize Reporting: act as first point of contact for audit team and prepare incident reports.
• Conduct objective triage on incident reports to ensure evidence-backed reviews before HR.
• Maintain a master dashboard of all open findings and ensure no case is pending beyond 3 days.
• Bridge communication gaps by participating in panel discussions to resolve issues.
• Ensure agents understand violations and provide a fair platform for their side of the story.
• Negotiate middle-ground solutions for minor issues and document fixes.
• Support compliance and resolution enforcement and maintain airtight paper trails.
• Provide weekly status reports to leadership on branch health (open vs closed cases).

Skills

Customer service

Incident management

Communication

Reporting

Education

Bachelor's degree in Human Resource Management, Psychology, or Business Administration

Job description

DUTIES AND RESPONSIBILITIES OF MANPOWER REQUEST:

• Centralize Reporting: Act as the first point of contact for Customer Experience audit team; prepares/reviews Incident Reports.
• Fact-Finding: Conduct objective "triage" on incident reports to ensure they are backed by evidence (logs, timestamps, or statements) before they reach HR.
• Tracking: Maintain a master dashboard of all "Open" findings, ensuring no case remains pending for 3 days.
• Bridge the Communication Gap: Appearance in panel discussion to actively find resolution
• Fair Representation: Ensure Agents understand the nature of their violations and provide them a platform to submit their side of the story, reducing friction and grievances.
• Problem Solving: Negotiate "middle-ground" solutions for minor issues that don't require full HR escalation but need a formal fix.

3. Compliance & Resolution Enforcement

4. Documentation & Reporting

• Ensure the "Paper Trail" is airtight for every incident to protect the company from legal liability.
• Provide weekly status reports to the President regarding the "Health" of the branch (Total open vs. closed cases).

QUALIFICATIONS:

• Bachelors degree in Human Resource Management, Psychology, or Business Administration.
• Minimum 3 years background in Legal Management, Credit and Collection or Customer Service.
• Experience with high-volume incident management and customer service.