Total 3 job vacancies in TAGUIG CITY, National Capital Region

• Conduct interviews and prepare results regarding customer behavior
• Analyze customer comments and complaints and identify gaps and possible solutions
• Coordinate with various departments to provide proactive customer communication
• Assist with manual refunding to ensure SLA adherence

NIQ Customer Service team is focusing on building positive customer experiences by offering outstanding customer-centric servicing and support to uncover insights on consumer buying behavior, in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutioning.

Responsibilities

• Support team in managing in-market complex customer queries, build apt hypothesis and bring prompt resolution with data support and effective communication.
• Work closely with in-market Consulting, Analytics & Insights team, Operations and Data Science, Global customer Service Centre to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes.
• Create an environment to encourage and drive solution mindset and to leverage best practices.
• Enhance servicing efficiencies through planning and execution of client engagement model to attain acceptable client (NPS) satisfaction scores.
• Measure emerging issues and quality trends, flag out areas of improvement on a regular basis, and share with respective teams for improvement.

A Little about You

Curiosity drives your interest in what moves the market. You find potential in percentages. Managing time and deadlines comes naturally to you. You’re known for your impeccable organization. Connecting with key internal stakeholders and clients matters to you, and that motivates you to take initiatives and continue seeking streamlined approach. Embracing utilization of digital and cloud services. You’re always looking for what’s next. 

Key Responsibilities

Team Leadership

• Lead, coach, and develop a team to meet performance goals.
• Provide regular feedback and training to improve skills.

Claims Management

• Oversee claims processes for timely and accurate resolution.
• Handle escalations and review complex or high-value claims.

Risk Solutions

• Analyze trends and identify risk mitigation strategies.
• Ensure compliance with regulations and company policies.

Collaboration

• Work with internal teams and external stakeholders to address claims and risks.
• Represent the team in cross-functional initiatives.