Customer Experience Case Manager (TAGUIG)

This job has been expired
GCash
Let’s make your everyday payments safe & easy.

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

What We Offer

● Opportunity for career growth and development in the #1 FinTech company in the country

● Working with a dynamic and highly collaborative team who want to change the game

● A company that values their people with highly competitive and flexible compensation and benefits package

Responsibilities for this include the following:

  • Ensure that all tickets are closed within agreed SLAs, and that relevant information is being over communicated with the customer.
  • Facilitate movement of tickets with different dependencies, resolving delays due to people, process and system
  • Gate-keeper of all approval processes, facilitating approvals of refunds based on LOA.
  • Actively addresses barriers encountered by the team that hinders fulfillment of goals
  • Handle, resolves and report edge cases to support group. Deep dive the root cause and analyze the possible solution.
  • Develops preventive measures to avoid recurrence of same problem and analyze process flows to create/offer solutions for improvement
  • Has the ability to understand the numbers and trends of the accounts, and analyze the data into useful information that will aid in decision making
  • Presents to senior management on a weekly schedule regarding the performance of their current assignments and provides insights on improving customer handling
  • Initiates conversations/meetings with internal groups to work on possible issues with their current lines of businesses
  • Challenges set processes and recommend solutions that is more technology-aided

Qualifications:

  • At least 4 years experience in Operations, understanding the front and back-end processes within and identifying improvements to achieve target service levels
  • Has the ability to understand the numbers and trends, and analyze the data into useful information that will aid in decision making
  • Excellent negotiation skills with customer-oriented attitude. Must be able to lead initiatives and work closely with internal teams to attain desired goal
  • Thinking out of the box, and a strong sense of dissatisfaction with anything repeating and mechanical is a must
  • Experience with handling either Fraud, Crypto Currency, Global Stocks, or Banking transactions is a plus