John Co Email & Phone Number

Philippines

Philippines

Calabarzon, Philippines

PURPOSE OF ROLE•To assist customers with an issue that has not or cannot be resolved by Customer Services and require escalation.•To resolve issues for customers who have threatened to go to the Ombudsman or media with their issue.•To manage Energy and Water Ombudsman (EWO) cases in Australia until resolution.•To be a primary contact by the EWO conciliator or investigation officer.KEY AREAS OF RESPONSIBILITY• Answer Escalations and manage Customer Complaints until resolution• Investigate Ombudsman complaints and create summary reports• Join regular QA Calibration using approved or company-standard transaction monitoring/quality assurance evaluation forms• Provide insights on areas of opportunities of CSS to prevent Ombudsman and Escalation• Work with Change Management Specialist and Team Leader to streamline, update or develop process• Assist Team Leaders to identify root cause and any common issues encountered whether it be from system or process• Join WBR to provide insights on how to improve overall performance of the center• Attend Daily/ Weekly Calibration with Click to discuss Ombudsman casesSKILLS• A problem solver with great attention to detail, can work with little supervision, multi-task, and learn quickly.• Strong interpersonal skills and the ability to work in high-pressure situations.