Executive - Customer Service (Native Filipino Speaker)

Executive - Customer Service (Native Filipino Speaker) (Attending to Filipino Speaking Customer) • Investigate customer's problems and find solutions • Communicate with customers in Filipino Language via phone, email, or letter, when required. • Handle major incidents that cannot be resolved by agents. Resolves inquiries/problems especially those requiring special care and attention. • Keep abreast of current and new company policies & procedures, compensation plans, and services. • Able to read and write in Filipino Language to analyze data and produce reports. • To ensure customers’ queries are answered in a professional and timely manner. • To ensure the information provided to customers is clear and accurate. • Monitors the daily workloads of the team members and makes adjustments to ensure adequate coverage and that correct procedures are followed. • Work with management on customer service initiatives. • Report submission & spreadsheets in Filipino Language. • Report on all escalations/complaints received. • To ensure that all the SOPs are in place and constantly update the SOPs. • Identifies system and process workflow improvements to enhance the team's efficiency. • Follow up on any escalation from GSEs, IRs, and other department heads. • Ensure team functions are executed professionally, accurately, and timely. • Monitoring closely the customer cases to ensure cases are processed within the Service Level Agreement (SLA). Qualifications & Requirements: • Degree holder in any field. • Filipino speaker is a mandatory requirement - the ability to read, write and speak. • Minimum 3 years of customer service experience or call center.