Customer Service Analyst

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Analyst WORK SETUP: RTO OVERALL PURPOSE: The Analyst will provide the knowledge, expertise, and guidance needed to manage processes and people efficiently. The role is responsible for ensuring 100% accuracy in all resolutions provided by the helpdesk. The Analyst is expected to answer all process-related queries raised by Customer Service. RESPONSIBILITIES: Job Responsibilities: • Manage and inspire team results. • Manage schedule adherence for self and team using call boards, CUIC reports, and phone monitoring. • Partner with the Supervisor to provide performance- and quality-related counseling and coaching, when appropriate, to ensure zero escalations and errors. • Perform root cause analysis (RCA) on service issues and complaints. • Assist in handling customer calls when calls are in queue. • Identify training needs for the team and individuals through monitoring, escalations, and desk reviews. • Work with Supervisors to develop specific job aids as needs arise. • Provide floor support. • Report results to management. • Maintain BE-related documents for the team. • Manage escalation calls. • Work on calls and emails as needed. • Recognize and reward positive behavior and results. • Motivate and inspire continuous improvement. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekend Off Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

SKILLS AND QUALIFICATIONS: Standard Customer Service profile; no domain • At least 2 years of working experience

Mandaluyong

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