Deskripsi Pekerjaan
Are you detail-oriented with a passion for maintaining high standards of customer satisfaction? Transcosmos is seeking a diligent Complaint Review Support Specialist to join our growing team in Makati City. In this vital role, you will act as the human touch behind our AI-driven systems, ensuring that customer concerns are handled with empathy, accuracy, and efficiency.
You will be responsible for manually reviewing customer emails that have been flagged as 'complaints' by our automated systems. Your primary goal is to validate the accuracy of these flags, assess the severity of the issue, and ensure that appropriate internal protocols are followed to resolve customer friction. This is an excellent opportunity for professionals looking to build a career in administrative support, customer experience, or quality assurance within a global BPO leader.
We value candidates who are proactive, possess excellent written English communication skills, and have a sharp eye for identifying trends in customer feedback. If you are ready to make a tangible impact on our service quality and help us refine our AI processes, we want to hear from you.
Tanggung Jawab
- Monitor and review daily volumes of flagged customer emails to ensure accurate categorization.
- Analyze the nature of complaints to provide constructive feedback for system improvement.
- Draft professional and empathetic responses to resolve customer issues in a timely manner.
- Escalate high-priority or complex cases to the appropriate department heads according to company policy.
- Maintain high levels of data privacy and confidentiality when handling sensitive customer information.
- Collaborate with the Sales and Customer Support teams to streamline resolution workflows.
- Prepare regular reports summarizing common complaint patterns and areas for operational improvement.
Kualifikasi
- Bachelor’s degree or equivalent vocational training in Business, Communication, or a related field.
- Proven experience in Customer Service, Data Entry, or Quality Assurance roles (BPO experience is a plus).
- Exceptional written English proficiency with strong attention to detail.
- Proficiency in basic computer software, specifically MS Office and email management systems.
- Strong analytical and problem-solving skills with the ability to work under minimal supervision.
- Ability to maintain focus and accuracy while performing repetitive tasks in a fast-paced environment.
- Flexible and willing to work in a shifting schedule if required.